Description The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. AWS Customer Service focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer. As a Technical Customer Service Representative III, you’ll engage with global AWS customers and internal AWS partner teams to resolve complex AWS account issues related to account creation, access, activation, recovery, and closure. You’ll provide subject matter expertise, escalation support, and in-depth issue analysis to AWS Support leaders and partner team stakeholders. You’ll manage projects that require engagement from multiple AWS teams and span the AWS account lifecycle, including account creation, access, recovery, and closure. You’ll investigate security-related opportunities within AWS Support processes and tooling and lead initiatives to mitigate risks for AWS and customers. You’ll work closely with AWS service and product teams, leveraging the voice of the customer to raise key customer opportunities and drive long-term solutions that enhance customer experience while meeting the AWS security bar. Key job responsibilities 1. Security Leadership and Strategy • Spearhead resolution of complex account access, ownership, and recovery escalations • Develop and implement comprehensive risk mitigation strategies for AWS Support • Champion security initiatives across Support operations (people, processes, and tooling) • Drive "Security is Priority 0" mindset throughout AWS Customer Support (CS) 2. Cross-functional Collaboration • Build strategic partnerships with AWS service team product owners and cross-functional teams • Partner with Frontline Support (FLS) organizations to achieve security objectives • Lead security-focused engagements between AWS Support, AWS Security, and partner teams 3. Process and Tool Enhancement • Drive security-first solutions through AWS CS tooling, processes, and content systems to ensure optimal customer outcomes • Implement robust security frameworks for new tooling, processes, and automation Support launches 4. Reporting and Documentation • Deliver comprehensive business reviews and strategic planning documentation • Track and report program metrics, risks, and improvements to key stakeholders 5. Education and Training • Lead development of educational content on AWS account access, identification, and recovery • Provide training on account access and recovery solutions and best practices to leaders and partner teams • Support knowledge resource initiatives in partnership with subject matter experts 6. Customer Experience • Maintain exceptional customer experience while resolving complex issues • Develop and implement customer-centric security solutions About the team Inclusive Team Culture At AWS, it’s in our nature to learn and be curious. We embrace our differences and are committed to furthering our culture of inclusion. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. We value people with diverse experiences. This role may be a starting place for you to learn about security at AWS. We encourage you to apply even if you do not meet all of the qualifications listed in the job description. Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, training, and support in this role along with other resources to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve. Basic Qualifications - 6+ years of Customer Service and/or Program Management experience supporting customers in multiple technology domains. - Subject matter or depth expertise in a complex service, product, or program domain. - Demonstrated experience interpreting business and customer requirements for service or product teams. - Ability to communicate effectively in English (written and spoken), within technical and business settings. - Demonstrated experience balancing multiple projects with tight deadlines. - BS/BA degree or a combination of certifications and related experience Preferred Qualifications - Demonstrated ability to understand how security risks and countermeasures affect business. - Experience providing analysis and consultation support for senior leaders. - Experience communicating with a diverse audience, including partner teams, stakeholders, and leaders. - Knowledge or experience in cyber security or related field. - AWS Cloud Practitioner Certification. Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $110,700/year in our lowest geographic market up to $191,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.