This role is remote for applicants based in the United States who are authorised to work there without visa sponsorship.
Support jobs are changing fast as AI agents answer more customer questions. Vanta has created a role for that shift: one person who owns its AI support agent the way a product manager owns a product, and makes sure every answer is right.
About Vanta
Vanta helps companies automate security and compliance work for standards such as SOC 2, HIPAA and ISO 27001. Founded in 2018, it is used by thousands of companies and has offices in San Francisco, New York, London, Dublin, Tel Aviv and Sydney. It even publishes its support metrics.
About the Role
You will own Ask-Ilma, Vanta's customer facing AI agent built on Intercom's Fin. You will:
- Review agent conversations every week to find wrong answers and avoidable escalations
- Make changes to the agent's guidance, content and workflows, then measure the results
- Set guardrails on what the agent must never answer and when it hands off to a person
- Own the knowledge the agent uses and keep it accurate and current
- Turn answers from support engineers into reusable knowledge
- Shape how the agent sounds and how smoothly it passes customers to people
- Get the agent ready for every product launch
- Handle a small number of tickets yourself
About You
- 3+ years of technical support at a B2B SaaS company
- Hands on experience with AI support tools, as a user or an admin
- Strong structured writing
- Comfort with performance data and setting priorities from it
- Systems thinking and good customer judgement
Nice to Have
- Experience running Intercom and Fin
- A background in knowledge management or content design
- Exposure to security, compliance or GRC topics
What Vanta Offers
Vanta lists a base salary of US$110,000 to US$129,000 plus equity. Benefits include medical, dental and vision cover (100% of employee only premiums on most plans), 16 weeks of paid parental leave, a matching 401(k) with immediate vesting, flexible PTO plus 80 hours of sick time, 11 paid holidays, and stipends for wellness, remote work, internet and phone.
If you already think about how AI support should feel to customers, apply on Vanta's official careers page: Apply for the Vanta AI Agent Support Specialist role