Escalation Specialist – Multilingual (Spanish, Hindi, English) – GSOC

About the role

The Global Security Operations Centre (GSOC) at Amazon safeguards associates, assets and the brand by monitoring alarms, triaging incidents and managing crises. As an Escalation Specialist you will work in the India office, supporting delivery associates and customers, and coordinating with law enforcement and internal teams to resolve security and operational risks.

Key responsibilities

• Provide on‑road support to delivery associates and assist Amazon customers by researching and troubleshooting using internal tools.
• Triage and prioritize incoming security and operational incidents, escalating critical cases to 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, service providers, operations managers and customers.
• Draft clear, concise incident reports for senior leadership and stakeholders.

Required profile

• High school diploma or equivalent.
• Proficiency in Microsoft Office applications (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint).
• Ability to work flexible schedules, including weekends, nights and holidays.
• Experience in an IT/operations, call‑center or command‑center environment.
• Fluent reading, writing and speaking in Spanish, Hindi and English.
• Demonstrated composure, empathy and a professional attitude in high‑pressure situations.

Required skills

• Microsoft Office suite (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint).