Applied Scientist, Support Agent Intelligence and Evaluation

Amazon Advertising is one of Amazon"s fastest growing and most profitable businesses. Amazon"s advertising portfolio helps merchants, retail vendors, and brand owners succeed via native advertising, which grows incremental sales of their products sold through Amazon. The primary goals are to help shoppers discover new products they love, be the most efficient way for advertisers to meet their business objectives, and build a sustainable business that continuously innovates on behalf of customers.

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

About the team

This role sits within Amazon Advertising"s broader Agentic Intelligence organization - a community of multiple Applied Science and Engineering teams building the next generation of AI-powered experiences for advertisers. You"ll have access to Principal Engineers and Principal Applied Scientists to pressure-test ideas and elevate your work. The team is cross-functional - scientists and engineers work shoulder-to-shoulder, from problem framing through production deployment.