AI Agent Support Specialist

Remote U.S.. Posted a month ago

The role

You will own Ask-Ilma, Vanta's customer-facing AI agent built on Fin by Intercom. You will measure, tune, test, and improve the AI agent's performance, knowledge, and customer experience.

What you will do

Review Fin conversations weekly to find wrong answers and self-service gaps.
Make changes in Fin including guidance, content, and workflows.
Keep a ranked list of improvements based on customer impact, volume, and risk.
Set and document Fin's guardrails.
Own the knowledge Fin draws from including snippets, internal content, and the help center.
Set governance for topic owners and review cadences.
Turn support engineer answers into reusable knowledge.
Set AI-ready content standards.
Shape how Fin sounds and manages handoffs to support engineers.
Partner with Product, Engineering, and Customer Education for launch readiness.

Required qualifications

3+ years in technical support at a B2B SaaS company.
Troubleshooting complex customer issues.
Hands-on experience with AI-powered support tools as a user or admin.
Structured writing skills.
Ability to pull and interpret performance data.
Systems thinking.
Customer judgment.
Open to using AI to amplify skills.
Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

Nice to have

TSS / Sr. TSS experience
Experience administering Intercom and Fin, including guidance, snippets, Procedures, or AI Insights.
Background in knowledge management, content design, or writing for conversational interfaces.
Experience leading a support tool rollout or migration.
Exposure to security, compliance, or GRC concepts.

Benefits

Industry-competitive salary and equity
Comprehensive medical, dental, and vision coverage
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
80 hours of Sick Time
11 company-paid holidays

Before you apply

Must be authorized to work in the U.S. without the need for current or future employer sponsorship.

About the company

Vanta helps businesses earn and prove trust by making security continuous. The company provides a Trust Management Platform to help companies improve and prove their security.