Escalation Specialist – Multi‑Lingual (Spanish/Hindi) – GSOC

About the role

Amazon’s Global Security Operations Centre (GSOC) is looking for a Multi‑lingual Escalation Specialist to join its India office. The role supports delivery associates and customers by triaging security and operational incidents, coordinating with law enforcement and internal teams, and ensuring timely communication.

Key responsibilities

• Provide on‑road support to delivery associates and assist customers with shipment issues using internal tools.
• Triage, prioritize and route incoming security incidents to the appropriate partners, including Customer Service and Shipping/Delivery teams.
• Manage phone communications and facilitate information flow among Delivery Associates, Service Providers, Operations Managers and Amazon customers.
• Prepare clear, concise incident reports for senior leadership and stakeholders.
• Collaborate with crisis‑management leadership to handle high‑severity events.

Required profile

• High school diploma or equivalent.
• Ability to work flexible shifts, including nights, weekends and holidays.
• Experience in an IT/operations or command‑center environment.
• Fluent in Spanish, Hindi and English (reading, writing, speaking).
• Strong composure, empathy and professional attitude.

Required skills

• Proficiency with Microsoft Office applications: Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint.