Amazon

Applied Scientist, Support Agent Intelligence and Evaluation

Amazon$142K — $193K *
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • 3+ years of experience in building models for business applications
  • PhD or Master's degree with 4+ years in CS, CE, ML or related field
  • Patents or publications in top-tier peer-reviewed conferences or journals
  • Proficiency in programming languages like Java, C++, or Python
  • Knowledge in algorithms, data structures, parsing, numerical optimization, data mining, and parallel computing

Responsibilities

  • Enhance support agent capabilities across Amazon Advertising products
  • Design and own the evaluation framework for agent quality
  • Develop metrics that assess actual advertiser help received
  • Build and improve models for real-time advertiser interactions
  • Drive improvements in multilingual support processes
  • Collaborate with product, engineering, and business teams to integrate research into products

Benefits

  • Comprehensive health insurance including medical, dental, and vision
  • 401(k) matching contributions
  • Paid time off and parental leave
  • Adoption and Surrogacy Reimbursement coverage
  • Mental health support and employee assistance program
Full Job Description
Millions of advertisers rely on Amazon's self-service support experience to resolve issues, unblock campaigns, and grow their business. Our Support Agents team is building the science behind intelligent, conversational support - systems that understand advertiser intent, retrieve the right knowledge, generate accurate answers, and know when to escalate. We serve ~2M monthly active advertisers across dozens of locales and languages, and every percentage point of improvement in resolution quality translates directly into advertiser success and retention.

We are seeking an Applied Scientist to help enhance and scale our support agent capabilities. You will build and improve models that power advertiser-facing interactions, contribute to our evaluation framework, and work alongside senior scientists and engineers to ship science into production.

A day in the life

1. Enhance support agent capabilities across the broad suite of Amazon Advertising products - expanding coverage, depth of resolution, and advertiser task completion across Sponsored Products, Sponsored Brands, DSP, AMC, and more

2. Design and own the evaluation framework for agent quality - including automated LLM-based scoring of answer correctness, confidence calibration, and conversation-level resolution signals

3. Develop novel metrics that capture whether advertisers actually got the help they needed (beyond surface-level deflection rates)

4. Build and improve retrieval and generation models that power real-time advertiser interactions under strict latency SLAs

5. Drive multilingual science - improve non-English resolution rates through cross-lingual retrieval, translation quality modeling, and locale-aware evaluation

6. Partner with product, engineering, and business teams to productize research and inform roadmap decisions with data

BASIC QUALIFICATIONS

- 3+ years of building models for business application experience

- PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience

- Experience in patents or publications at top-tier peer-reviewed conferences or journals

- Experience programming in Java, C++, Python or related language

- Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing

PREFERRED QUALIFICATIONS

- Experience using Unix/Linux

- Experience in professional software development

- Experience in advertising

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, SEATTLE - 142,800.00 - 193,200.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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