Multi-lingual Escalation Specialist - Global Security Operations Center

About the role

The Global Security Operations Centre (GSOC) at Amazon protects associates, assets and the brand by monitoring alarms, triaging incidents and managing crises 24/7. As an Escalation Specialist you will work directly with delivery associates, customers, law‑enforcement and internal teams to resolve security and operational risks.

Key responsibilities

• Provide on‑road support to delivery associates and assist customers receiving Amazon shipments.
• Research and troubleshoot issues using internal tools, triage and prioritize incoming incidents.
• Transfer lower‑severity calls to appropriate partners such as Customer Service or Shipping/Delivery.
• Manage phone communications and facilitate information flow between delivery associates, service providers, operations managers and customers.
• Prepare clear, concise incident reports for senior leadership and stakeholders.

Required profile

• High school diploma or equivalent.
• Knowledge of Microsoft Office applications (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint).
• Flexible availability for 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.

Required skills

• Microsoft Word
• Microsoft PowerPoint
• Microsoft Excel
• Microsoft Outlook
• Microsoft InfoPath
• Microsoft SharePoint