Knowledge Base Analyst II

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.
Job Duties and Responsibilities
As part of EchoStar's App Development & Experience (ADX) team, Knowledge Solutions is an integral part of the company's Customer Experience Operations (CXO) organization. The rapid evolution of generative AI tools and AI-driven agent desktops requires a fundamental shift from traditional writing to structured, machine-readable knowledge architecture. This role addresses the critical challenge of AI retrieval inaccuracies by transforming raw, unstructured data into logically chunked, highly optimized source content. Through the analysis of massive weekly prompt volumes and direct integration of frontline agent feedback, the selected candidate will systematically eliminate gaps in AI-generated answers. This work directly empowers frontline customer service agents across multiple lines of business by building the high-performing content foundation necessary for world-class AI interactions.
What Success Looks Like (Objectives):

• Write and structure knowledge base content using GPT best practices-including Markdown, key-value pairs, atomic writing, and semantic chunking-to ensure seamless ingestion by AI chatbots
• Analyze high-volume prompt analytics to perform root-cause analysis on poor AI responses, pinpointing and correcting underlying content gaps
• Translate direct feedback from frontline agents into actionable content updates that continuously improve the usability of AI tools
• Pioneer content strategies for a modern, evolving agent desktop, establishing new best practices in an ambiguous, rapidly shifting technology environment
• Design standard supporting tools, "how-to" articles, and visual resources using HTML, CSS, and traditional technical writing techniques when required
• Partner with cross-functional subject matter experts and developers to ensure absolute accuracy and alignment of stored information

Skills, Experience and Requirements
Core Skills and Competencies (What you'll bring):

• A strong understanding of (or intense desire to learn) atomic writing, semantic chunking, and how to structure text so generative AI tools can easily read and retrieve it.
• Strong problem-solving and critical thinking skills. You enjoy digging into data, figuring out why an AI bot gave a poor response, and fixing the underlying source text.
• Comfort with ambiguity and a passion for learning on the fly as our tools, technology, and workflows continuously eolve.
• Experience with-or a strong interest in learning-Markdown, HTML, CSS, and basic AI prompt logic.
• Excellent interpersonal skills to collaborate with everyone from the frontline agents using your tools to senior leadership.

Minimum Requirements:

• Bachelor's Degree in Communications, English, Information Technology, or a related field (or an equivalent combination of education and experience)
• Foundational Writing & Editing: Proven ability to write clearly, concisely, and logically.
• Tech Savvy: Exposure to or familiarity with Markdown and basic web formatting (HTML/CSS).
• AI Familiarity: Hands-on experience using generative AI tools and an interest in how prompt-based technology works.

Visa sponsorship not available for this role
Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )