Krushna Raut

Trust & Safety Specialist @ AWS

I protect platforms, investigate risk, and enforce policies that keep users safe. Impact-focused professional driving operational efficiency and customer satisfaction at scale.

Risk Investigation Fraud Detection Escalation Management Cloud Infrastructure Platform Safety & Compliance

About Me

Impact-focused professional with hands-on experience in risk investigation, fraud detection, escalation management, and cloud infrastructure troubleshooting. Proven ability to collaborate with cross-functional teams and stakeholders, leveraging data-driven decisions to resolve high-priority customer issues ensuring platform safety and compliance.

Skilled in root cause analysis, incident management, and customer relationship management with a track record of driving operational efficiency and customer satisfaction.

Currently working as a Trust & Safety Specialist at Amazon Web Services, conducting anti-abuse investigations across AWS messaging services to enforce the Acceptable Use Policy, mitigating fraud, spam, and phishing to protect network integrity.

Location India
Education B.Sc. Computer Science, Savitribai Phule Pune University
Current Role Trust & Safety Specialist, AWS
Focus Digital Messaging Safety & Compliance

Professional Experience

8+ years across customer operations, cloud support, and trust & safety at Amazon.

Nov 2025 – Present

Trust & Safety Specialist (Digital Messaging)

Amazon Web Services

  • Conducted anti-abuse investigations across AWS messaging services to enforce the Acceptable Use Policy, mitigating fraud, spam, and phishing to protect network integrity and AWS's public reputation
  • Collaborated with service teams, stakeholders, and TAMs to resolve customer issues, ensuring platform safety and compliance
  • Managed escalation queues for high-priority fraud cases and expedite requests, serving as the point of contact for escalated customers
  • Triaged and prioritized incoming cases based on severity, customer impact, and business risk, ensuring SLA adherence for high-priority escalations
  • Served as a subject matter expert (SME) for ambiguous or precedent-setting cases, providing guidance to peers and contributing to team calibration exercises
Anti-Abuse Policy Enforcement Fraud Detection Escalation Management
Jun 2021 – Nov 2025

Technical Cloud Support Specialist

Amazon Web Services (AWS)

  • Provided advanced technical support to AWS customers by resolving complex cloud infrastructure issues, ensuring high availability, performance, and security of cloud environments
  • Acted as a trusted advisor to customers, guiding them through best practices, architectural recommendations, and service optimization
  • Provided real-time troubleshooting for production-critical incidents, reducing customer downtime and improving service reliability
  • Analyzed system logs, metrics, and configurations using CloudWatch, CloudTrail, and AWS Config to identify root causes of failures
Cloud Infrastructure Troubleshooting Root Cause Analysis Incident Management
May 2017 – Jun 2021

Customer Services Specialist

Amazon

  • Handled customer inquiries via phone, email, and chat, providing prompt and accurate responses
  • Troubleshot service and customer issues, escalated complex cases to relevant teams
  • Collected feedback and improved knowledge base content and support processes
  • Maintained high customer satisfaction and promoted a positive brand experience
Customer Support Issue Resolution Knowledge Management

Impact Projects

Shipped at AWS. Designed to solve real problems at scale.

RDS Console Alert for Preventing Hidden Billing Charges

Identified that RDS customers were unknowingly incurring charges for attached resources (manual snapshots, cluster storage, automated backups) after stopping instances, leading to high billing adjustment case volumes and escalations. Designed and shipped a proactive billing awareness alert in the Amazon RDS Console that warns customers about ongoing billable resources at the point of instance stop action.

40% billing cases reduced in 3 months ~USD 1.5M annual savings ~4,000 hrs CS workload reduced
RDS Console UX Billing Customer Impact

Account Reinstatement Workflow Issue

Identified a critical production bug in the isolation check during the account reinstatement workflow that caused case handling delays and incorrect annotations. Coordinated with the Dedicated Development Team, On-Call Engineers and On-Call Managers to drive resolution by providing detailed documentation (screen recordings, screenshots, .har files), tracking CR deployment, and validating the fix post-production push.

Restored operational efficiency Eliminated workflow disruptions
Production Bug Cross-Team Coordination Workflow Fix Documentation

Skills & Expertise

Technical Troubleshooting

  • AWS Services (EC2, RDS, SES, Pinpoint, SNS, S3)
  • Cloud Infrastructure Diagnostics
  • CloudWatch, CloudTrail & AWS Config
  • System Log Analysis
  • Production Incident Resolution

Risk & Safety

  • Anti-Abuse Investigations
  • Fraud Detection & Mitigation
  • Policy Enforcement at Scale
  • Platform Safety & Compliance
  • Acceptable Use Policy Enforcement

Incident & Escalation Management

  • High-Priority Case Triage
  • Escalation Queue Management
  • SLA Adherence & Monitoring
  • Cross-Functional Collaboration
  • Stakeholder Communication

Problem Solving & CRM

  • Root Cause Analysis
  • Data-Driven Decision Making
  • Customer Relationship Management
  • Architectural Recommendations
  • Service Optimization Guidance

Education

Mar 2014 – Mar 2017

Bachelor of Science (B.Sc.) in Computer Science

Savitribai Phule Pune University

  • Covered fundamental concepts in computer science and information technology
  • Final-year project: Built a Text-to-Speech Converter using Object-Oriented Programming (OOP) concepts
  • Gained practical experience in collaborative development through multiple team projects and lab work
Mar 2012 – Mar 2014

HSC (Science)

Nirmal Bethany High School & Jr. College

  • Completed Higher Secondary Education (Science) with Mathematics and Biology as core subjects

Certifications

AWS Certified Cloud Practitioner

Demonstrating knowledge of core AWS services, cloud concepts, security, pricing, and architectural best practices.

AWS Certified AI Practitioner

Covering machine learning fundamentals, generative AI concepts, and practical applications of AI technologies and tools.

Awards & Recognition

AWS Awesome All Star Award

Amazon Web Services

Top Performing Builder

Amazon Web Services

Most Valuable Player (MVP)

Amazon Web Services

Rising Star Award

Amazon Web Services

Let's Connect

Interested in discussing cloud operations, trust & safety, or account management opportunities? Feel free to reach out.

Email Me LinkedIn