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Junior AI Support Knowledge Gap Detector

Evelyn Vestergaard

Full-time · Job · New_York

About the role

Every support team has the same problem: customers ask questions the knowledge base doesn't answer, so tickets go to human agents who answer from memory, and that answer never makes it back into the knowledge base. Next week, the same question arrives again. The knowledge base is always 3-6 months behind the questions customers are actually asking. We power knowledge management systems for 90 SaaS support teams. Gap detection — automatically identifying the questions customers are asking that the knowledge base can't answer well — is the feature that closes this loop. You'll help build it as a junior developer. Your work: build the pipeline that analyzes support ticket queries against knowledge base content, flags queries where no article provides a good match, and clusters similar unanswered queries so knowledge managers can write one article that addresses 40 tickets instead of seeing them one at a time. Senior engineers define the semantic matching approach; you build the pipeline, the clustering logic, and the weekly gap report that goes to knowledge managers.

Responsibilities

  • Build pipeline matching incoming support queries against knowledge base article content
  • Implement low-match detection flagging queries without adequate knowledge base coverage
  • Develop clustering logic grouping similar unanswered queries for batch article creation
  • Create weekly knowledge gap reports surfacing top unanswered query clusters for knowledge managers
  • Maintain data pipeline freshness as knowledge base articles are added and updated
  • Track gap closure rate as knowledge managers create articles addressing identified gaps

Requirements

  • 1+ year of Python and SQL development experience
  • Basic familiarity with text processing or NLP concepts
  • Interest in support products, knowledge management, or customer experience
  • Attention to accuracy in query matching and cluster quality
  • Good communication skills for collaborating with non-technical knowledge managers

Benefits

  • Fully remote with flexible schedule
  • Health and dental insurance
  • $1,500 annual learning budget
  • Mentorship from senior knowledge engineering team
  • Direct impact on support team efficiency metrics

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Categories

Automation & AI Workflows AI Business, Marketing & Strategy

Skills

python sql pandas openai api fastapi

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Job Type

Full-time

Level

Junior

Language

English

Salary Range

Under $60k / year

AI Expertise

Automation & AI Workflows AI Business, Marketing & Strategy

Skills

python sql pandas openai api fastapi

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