Escalation Specialist – Multi‑lingual (Spanish) – Global Security Operations Center

About the role

The Global Security Operations Centre (GSOC) at Amazon safeguards associates, assets and the brand by providing 24/7 monitoring, incident triage and crisis management. As an Escalation Specialist you will support delivery associates and customers, triage security and operational incidents, and coordinate responses across multiple internal teams.

Key responsibilities

• Research and troubleshoot issues for on‑road delivery associates and Amazon customers using internal tools.
• Triage, prioritize and route incoming incidents, collaborating with crisis‑management leadership.
• Transfer lower‑severity calls to appropriate partners such as Customer Service or Shipping/Delivery teams.
• Manage phone communications and ensure smooth information flow between delivery associates, DSPs, operations managers, customer‑service associates and customers.
• Prepare clear, concise incident reports for senior leadership and stakeholders.

Required profile

• High school diploma or equivalent.
• Experience in an IT/operations/call‑center or command‑center environment.
• Ability to work flexible shifts, including nights, weekends and holidays.
• Fluent reading, writing and speaking in Spanish, Hindi and English.
• Demonstrated composure, empathy and a professional attitude in high‑pressure situations.
• Minimum 6 months of customer‑service experience handling multiple phone lines and ticket communications.

Required skills

• Proficiency with Microsoft Office applications (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint).
• Multi‑language communication (Spanish, Hindi, English).