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