{"id":14567,"url":"https://alion.io/job/vanta-ai-optimization-specialist-support","title":"AI Agent Support Specialist","company":{"id":4519,"name":"Vanta","domain":"vanta.com","url":"https://alion.io/company/vanta","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":88,"open_postings":18,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-17T05:46:00Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":110000,"max":129000,"currency":"USD","period":"year","gross":null,"usd_annual":129000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Intercom","optional":false},{"name":"HIPAA","optional":true},{"name":"ISO 27001","optional":true},{"name":"SOC 2","optional":true}],"status":"live","first_seen_at":"2026-06-26T17:38:45Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-17T07:07:28Z","board_verified":true,"closed_at":null,"days_open":112,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":112},"description":"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. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.\nAt Vanta, our mission is to secure the internet and protect consumer data. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it.\nOur goal is to provide best-in-class Technical Support to our customers. Our team's mission: \"We transform complexity into clarity in every interaction, with empathy, earning the trust of our customers\" We build strong partnerships with our customers through trust and transparency, which is why ourTechnical Support Metrics are public.\nAs 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. Our customers rely on Vanta to get compliance right, so a fast answer only counts if it's also a correct one.\nThis is a hands-on role for someone who treats an AI agent like a product: something to measure, tune, test, and improve every week.\nWhat you’ll do as a AI Agent Support Specialist at Vanta:\nPerformance: Own how well Fin works\nAn AI agent's performance drifts without a clear owner, and that owner is you. You'll have a bias for action, shipping improvements quickly and learning from the results. You'll also decide with frameworks, so the team always understands why one fix came before another.\nReview Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations.\n\nMake changes in Fin yourself (guidance, content, workflows). Treat most as two-way doors: ship, measure, adjust.\n\nKeep a ranked list of improvements based on customer impact, volume, and risk.\n\nSet and document Fin's guardrails: what it must never answer, when it asks a clarifying question, and when it escalates.\n\nKnowledge: Own what Fin knows\nFin is only as accurate as what it knows. Our customers trust Vanta to get compliance right, and we do what it says on the tin, so Fin's knowledge has to be correct and current.\nOwn the knowledge Fin draws from: snippets, internal content, and our help center.\n\nSet the governance: every topic has an owner and a review cadence, and outdated or conflicting content gets retired.\n\nWhen a support engineer answers something Fin couldn't, turn it into reusable knowledge so we only answer it once.\n\nSet AI-ready content standards, and partner with Customer Education to bring help-center articles up to them.\n\nCustomer Experience: Own how Fin feels to customers\nFor many customers, Fin is the first Vanta \"teammate\" they talk to. Because we put our customers first, how Fin makes them feel matters as much as what it says.\nShape how Fin sounds, including how it says \"I don't know\" without leaving customers stuck.\n\nOwn handoffs: when Fin escalates, where it routes, and what context it passes so customers never repeat themselves.\n\nDig into low CSAT ratings and dead ends, and fix the root cause.\n\nHandle a small volume of tickets to stay close to real customer problems.\n\nLaunch Readiness: Own Fin's readiness for every launch\nVanta ships fast, and customers ask about new features the day they launch. We win as one team and lead with resilience, so Fin is ready on day one, even when plans change late.\nPartner early with Product, Engineering, and Customer Education to get source-of-truth content before features ship.\n\nHave Fin tested and ready on launch day, then watch closely and close gaps fast.\n\nEvaluate new Fin capabilities and recommend which to adopt.\n\nHow to be successful in this role:\nSupport expertise: 3+ years in technical support at a B2B SaaS company, including troubleshooting complex customer issues. TSS / Sr. TSS experience is preferred.\n\nAI support tool experience: 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.\n\nStructured writing: you can turn a messy process into clear, well-organized knowledge that both people and AI can use.\n\nData-driven decisions: you're comfortable pulling and interpreting performance data, spotting trends, and using them to decide what to fix first.\n\nSystems thinking: when you see a bad answer, you ask what in the system caused it, then fix that so it doesn't happen again.\n\nCustomer judgment: you can tell when an answer is technically right but still a bad experience, and when a customer needs a person.\n\nNice to have: Experience administering Intercom and Fin, including guidance, snippets, Procedures, or AI Insights.\n\nNice to have: Background in knowledge management, content design, or writing for conversational interfaces.\n\nNice to have: Experience leading a support tool rollout or migration.\n\nNice to have: Exposure to security, compliance, or GRC concepts.\n\nOpen 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.\n\nMust be authorized to work in the U.S. without the need for current or future employer sponsorship.\n\nWhat you can expect as a Vanta’n:\nIndustry-competitive salary and equity\n\nComprehensive medical, dental, and vision coverage, with 100% of employee-only benefit premiums covered for most medical plans\n\n16 weeks paid Parental Leave for all new parents\n\nHealth & wellness stipend\n\nRemote workspace, internet, and cellphone stipend\n\nCommuter benefits for team members who report to the SF and NYC office\n\nFamily planning benefits\n\nMatching 401(k) contribution with immediate vesting\n\nFlexible PTO policy, plus 80 hours of Sick Time\n\n11 company-paid holidays\n\nVirtual team building activities, lunch and learns, and other company-wide events!\n\nOffices in SF, NYC, London, Dublin, Tel Aviv, and Sydney\n\nTo provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against similar-stage growth companies. Final offer amounts are determined by multiple factors and may vary based on candidate location, skills, depth of work experience, and relevant licenses/credentials.\nAt Vanta, we are committed to hiring diverse talent of different backgrounds and as such, it is important to us to provide an inclusive work environment for all. We do not discriminate on the basis of race, gender identity, age, religion, sexual orientation, veteran or disability status, or any other protected class. As an equal opportunity employer, we encourage and welcome people of all backgrounds to apply.\nAbout Vanta\nWe started in 2018, in the wake of several high-profile data breaches. Online security was only becoming more important, but we knew firsthand how hard it could be for fast-growing companies to invest the time and manpower it takes to build a solid security foundation. Vanta was inspired by a vision to restore trust in internet businesses by enabling companies to improve and prove their security. From our early days automating security monitoring for compliance standards like SOC 2, HIPAA and ISO 27001 to creating the world's leading Trust Management Platform, our vision remains unchanged.\nNow more than ever, making security continuous-not just a point-in-time check- is essential. Thousands of companies rely on Vanta to build, maintain and demonstrate their trust- all in a way that's real-time and transparent.\nReferral Instructions\nIf you are being referred for the role, please contact that person to apply on your behalf.","description_format":"text","description_chars":8144,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Security Compliance"],"lifecycle":[{"event":"open","at":"2026-06-26T17:38:45Z"},{"event":"reopen","at":"2026-10-07T17:55:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 30 · green card filings: 4","filings_12m":30,"filings_prev_12m":16,"green_card_filings_12m":4,"median_offered_wage_usd":180147,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":26}],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.355,"p_room":0.28,"age_days":112,"expected_fill_days":56,"reasons":["conf:2","stale_co","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":129000,"is_top_pay":false},"html_url":"https://alion.io/job/vanta-ai-optimization-specialist-support","json_url":"https://alion.io/job/vanta-ai-optimization-specialist-support.json","meta":{"generated_at":"2026-10-17T08:45:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11732,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4519},"rest":"https://alion.io/mcp/rest/get_company?id=4519"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvanta-ai-optimization-specialist-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvanta-ai-optimization-specialist-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvanta-ai-optimization-specialist-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vanta-ai-optimization-specialist-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvanta-ai-optimization-specialist-support"}]}