Analyst II

Position: Knowledge Base Analyst II
Company Summary

Echo Star 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 Echo Star'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)

* Professional expertise in atomic writing principles, semantic chunking, and structuring content specifically for machine readability and generative AI ingestion

* Strong critical thinking and analytical abilities to perform root-cause analysis on AI response failures and trace issues back to source data gaps

* High adaptability and a growth mindset to navigate technical ambiguity and thrive while helping to build new processes in an evolving ecosystem

* Technical proficiency in web formatting languages such as Markdown, HTML, and CSS, along with a strong interest in learning AI prompt logic and Java Script

* Exceptional collaborative and interpersonal skills to engage effectively with stakeholders across all organizational levels, from frontline agents 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)

* 4 years of experience in technical writing, content design, or knowledge management

* Markdown and structured content formatting

* Traditional web front-end elements (HTML and CSS)

* Generative AI tool interaction or prompt-based content optimization

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:
Echo Star Benefits.

The base pay range shown is a guideline.…