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AI Agent Support Specialist

Vanta· Revenue
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Remote$110k - $129kFull-timePosted 3mo ago

About the role

AI Agent Support Specialist at Vanta responsible for owning Ask-Ilma, Vanta's customer-facing AI agent, ensuring accurate knowledge, high-quality customer experience, and readiness for launches.

Responsibilities

  • Review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations.
  • Make changes in Fin yourself (guidance, content, workflows). Treat most as two-way doors: ship, measure, adjust.
  • Keep a ranked list of improvements based on customer impact, volume, and risk.
  • Set and document Fin's guardrails: what it must never answer, when it asks a clarifying question, and when it escalates.
  • Own the knowledge Fin draws from: snippets, internal content, and our help center.
  • Set the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired.
  • Turn support engineer answers into reusable knowledge so we only answer it once.
  • Set AI-ready content standards, and partner with Customer Education to bring help-center articles up to them.
  • Shape how Fin sounds and how it communicates (including how it says “I don’t know”).
  • Own handoffs: routing and context passed during escalations to avoid repetitive questions.
  • Investigate low CSAT ratings and dead ends to fix root causes.
  • Handle a small volume of tickets to stay close to real customer problems.
  • Partner early with Product, Engineering, and Customer Education to ensure source-of-truth content before features ship.
  • Have Fin tested and ready on launch day, then monitor and close gaps quickly.
  • Evaluate new Fin capabilities and recommend which to adopt.

Qualifications

  • 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
  • TSS / Sr. TSS experience preferred.
  • Hands-on experience with AI-powered support tools, as a user or admin.
  • Structured writing ability to transform processes into clear knowledge for people and AI.
  • Data-driven decision-making: ability to pull and interpret performance data and prioritize fixes.
  • Systems thinking to diagnose root causes in processes and prevent recurrence.
  • Customer judgment to balance technical correctness with good customer experience.
  • Nice to have: Experience administering Intercom and Fin (guidance, snippets, Procedures, or AI Insights).
  • Nice to have: Background in knowledge management, content design, or writing for conversational interfaces.
  • Nice to have: Experience leading a support tool rollout or migration.
  • Nice to have: Exposure to security, compliance, or GRC concepts.
  • Willingness to use AI to augment skills responsibly.
  • Authorized to work in the U.S. without sponsorship.

Skills

Required:Technical Support in B2B SaaS

Benefits

  • Industry-competitive salary and equity
  • Comprehensive medical, dental, and vision coverage with employee-only premium coverage
  • 16 weeks paid Parental Leave
  • Health & wellness stipend
  • Remote workspace, internet, and cellphone stipend
  • Commuter benefits for SF/NYC office members
  • Family planning benefits
  • Matching 401(k) with immediate vesting
  • Flexible PTO and 80 hours of Sick Time
  • 11 company-paid holidays
  • Virtual team building activities and company-wide events
  • Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Vanta

Automate compliance, manage risk, and accelerate trust with AI

Vanta automates the complex and time-consuming process of SOC 2, HIPAA, ISO 27001, PCI, and GDPR compliance certification. Automate your security monitoring in weeks instead of months.

compliancesecurityrisk managementtrustcybersecurity
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