Job Description
DESCRIPTION
At AWS Support, our ability to quickly connect customers with the right information is critical to their success. As our Semantic Data Specialist, you'll be the architect of our knowledge structure, primarily focusing on designing and maintaining the ontology that powers AWS re:Post. Your expertise in semantic technologies and ontology development will directly impact millions of AWS customers, enabling them to find solutions faster and more intuitively. Without your skills in organizing and structuring our knowledge base, it could become a labyrinth, hindering rather than helping our customers. You'll be the bridge between raw information and accessible knowledge, ensuring that every piece of content is discoverable and contextually relevant. Your role is crucial in transforming our support content from a collection of articles and questions and answers into an interconnected web of knowledge that anticipates and meets our customers' needs.
Key job responsibilities
You'll lead the development and maintenance of our knowledge ontology, working closely with content creators, data scientists, and engineering teams. Your role will involve not just structuring information, but also shaping how our customers interact with AWS knowledge.
- Design, develop, and evolve the ontology that underpins AWS re:Post and internal knowledge management systems, ensuring it accurately represents the complex world of AWS services and customer needs
- Implement semantic technologies to enhance content discoverability and enable more intuitive navigation
- Collaborate with content teams to apply consistent metadata and taxonomies across support knowledge content
- Analyze user behavior and search patterns to continually refine and optimize the ontology
- Work with engineering teams to implement ontology-driven features that improve the customer experience
A day in the life
Your day might start by reviewing feedback from customers and support teams, identifying areas where the current ontology could better help users find the right self-service content. You could analyze a request to update the ontology to accommodate a new AWS offering, ensuring it fits into the existing structure while improving content discoverability. Later, you could be working with data scientists to refine machine learning models that suggest relevant content based on user queries. Throughout the day, you'll be the go-to expert for questions about knowledge structure and metadata. You'll make decisions on how to evolve the ontology to keep pace with AWS's innovation, with the goal of helping customers find the self-service content they need to resolve their issues efficiently.
About the team
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
BASIC QUALIFICATIONS
- You have a degree in Library Science, Information Systems, Linguistics, or equivalent professional experience
- 3+ years of relevant work experience
- You're proficient in ontology engineering tools and familiar with Semantic Web technologies
- Your analytical skills are strong, allowing you to derive insights from user behavior data
- You have excellent communication skills, able to explain complex concepts to both technical and non-technical audiences
Job Tags
Full time, Work experience placement,