AI Agent Support Specialist

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease.

As the AI Agent Support Specialist, you'll own Ask-Ilma, Vanta's customer-facing AI agent, built on Fin by Intercom, and the first point of contact for customers seeking support. You're accountable for whether customers get the right answer, how the experience feels, and how smoothly Fin hands off to our support engineers when it should.

Responsibilities:

Performance: Own how well Fin works

• Review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations.
• Make changes in Fin yourself (guidance, content, workflows).
• 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.

Knowledge: Own what Fin knows

• 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• Set the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired.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.
• Set AI-ready content standards, and partner with Customer Education to bring help-center articles up to them.

Customer Experience: Own how Fin feels to customers

• 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.
• 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.

Launch Readiness: Own Fin's readiness for every launch

• 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.

Requirements:

• 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
• Hands-on experience with AI-powered support tools.
• Structured writing skills.
• Data-driven decision-making skills.
• Systems thinking.
• Customer judgment.
• Experience administering Intercom and Fin is a plus.

Benefits:

• Industry-competitive salary and equity
• Comprehensive medical, dental, and vision coverage
• 16 weeks paid Parental Leave
• Health & wellness stipend
• Remote workspace, internet, and cellphone stipend
• Commuter benefits
• Family planning benefits
• Matching 401(k) contribution
• Flexible PTO policy
• 11 company-paid holidays
• Virtual team building activities