Vanta
AI Agent Support Specialist
$110K–$129K
Remote U.S. · Remote · Full-time · Posted Oct 7, 2026
- Experience
- 3+ years in technical support at a B2B SaaS company; TSS / Sr. TSS experience preferred.
- Visa sponsorship
- Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
About the job
Own and improve Vanta’s customer-facing AI support agent, Ask-Ilma, by tuning its performance and knowledge, improving customer experience, and preparing it for product launches.
What you'll do
- Review Fin conversations and performance data, then update guidance, content, workflows, and guardrails.
- Manage and govern Fin’s knowledge, turning support answers into reusable content and setting AI-ready content standards.
- Improve customer experience and launch readiness by refining handoffs, investigating low CSAT and dead ends, and testing Fin for new launches.
What they ask for
- 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues.
- Hands-on experience with AI-powered support tools, as a user or administrator.
- Strong structured writing, data interpretation, systems thinking, and customer judgment.
- Authorized to work in the U.S. without current or future employer sponsorship.
Nice to have
- Experience administering Intercom and Fin.
- Background in knowledge management, content design, conversational-interface writing, support-tool rollout or migration, or exposure to security, compliance, or GRC concepts.
Pay
$110K – $129K USD base salary
Tools
Fin, Intercom
AI focus
Own and improve a customer-facing AI support agent, including its answers, knowledge, guardrails, escalation behavior, performance, and launch readiness; use AI responsibly to improve efficiency and impact.
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