AI Agent Support Specialist

Vanta helps businesses earn and prove trust by automating security monitoring and compliance. Founded in 2018, Vanta provides a Trust Management Platform used by thousands of companies to build, maintain, and demonstrate security in a real-time, transparent way.

As the AI Agent Support Specialist, you will own Ask-Ilma, Vanta's customer-facing AI agent built on Fin by Intercom. You are accountable for whether customers get the right answer, how the experience feels, and how smoothly Fin hands off to support engineers. This is a hands-on role for someone who treats an AI agent like a product: something to measure, tune, test, and improve every week.

• 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• Set the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired.
• When a support engineer answers something Fin couldn't, turn it 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, including how it says 'I don't know' without leaving customers stuck.
• Own handoffs: when Fin escalates, where it routes, and what context it passes so customers never repeat themselves.
• Dig into low CSAT ratings and dead ends, and fix the root cause.
• Handle a small volume of tickets to stay close to real customer problems.
• Partner early with Product, Engineering, and Customer Education to get source-of-truth content before features ship.
• Have Fin tested and ready on launch day, then watch closely and close gaps fast.
• Evaluate new Fin capabilities and recommend which to adopt.

• 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
• TSS / Sr. TSS experience is preferred.
• Hands-on experience with AI-powered support tools, as a user or an admin, and a clear view of where they work well and where they don't.
• Structured writing: you can turn a messy process into clear, well-organized knowledge that both people and AI can use.
• Data-driven decisions: you're comfortable pulling and interpreting performance data, spotting trends, and using them to decide what to fix first.
• Systems thinking: when you see a bad answer, you ask what in the system caused it, then fix that so it doesn't happen again.
• Customer judgment: you can tell when an answer is technically right but still a bad experience, and when a customer needs a person.
• Nice to have: Experience administering Intercom and Fin, including 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.
• Open to using AI to amplify their skills and strengthen their work - demonstrating curiosity, a willingness to learn, and sound judgment in applying AI responsibly to improve efficiency and impact.
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

Cash Range $110K – $129K, plus equity. This role is also eligible for medical benefits, 401(k) plan, and other company perk programs.

Benefits include: comprehensive medical, dental, and vision coverage with 100% of employee-only benefit premiums covered for most medical plans; 16 weeks paid parental leave for all new parents; health & wellness stipend; remote workspace, internet, and cellphone stipend; commuter benefits for team members who report to the SF and NYC office; family planning benefits; matching 401(k) contribution with immediate vesting; flexible PTO policy, plus 80 hours of sick time; 11 company-paid holidays; virtual team building activities, lunch and learns, and other company-wide events.

If you are being referred for the role, please contact that person to apply on your behalf. Otherwise, apply via the provided application link.