AI Optimization Specialist, Support

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. As a AI Optimization Specialist, Support, you will empower both our customers and Support team by building and maintaining the AI-powered knowledge that fuels our customer-facing chatbot and internal AI Copilot. You’ll collaborate closely with Support, Customer Education, Product, and Engineering teams to ensure our AI tools deliver accurate, helpful responses while enhancing customer experience and support efficiency at scale. This is a unique opportunity to shape the future of AI in support operations. You’ll own the strategy, design, optimization, and performance tracking of our chatbot and internal Copilot, ensuring both are trusted, high-performing tools. Our goal is to provide best-in-class Technical Support to our customers. Our team’s mission: “We make complex solutions seem simple, and are leaders in customer education”. We build strong partnerships with our customers through trust and transparency, for this reason our Technical Support Metrics https://www.vanta.com/technical-support-metrics are available publicly. What you’ll do as a AI Optimization Specialist, Support at Vanta: Leverage and Test AI-Driven Knowledge - Collaborate with Customer Education to ensure AI tools (chatbot and Copilot) are drawing from the most effective and accurate content.

• Identify performance gaps, broken experiences, or edge cases that indicate content or structural improvements are needed.
• Provide feedback loops and insights to inform content updates based on how users interact with AI systems.

• Ensure the Copilot can answer internal process, policy, and ownership questions effectively. Optimize Support’s AI Chatbot Workflows - Own and refine chatbot workflows, guidance, and custom answers within Intercom.
• Use data and real-time behavior to continuously iterate and improve.

• Build strong internal product expertise to anticipate customer needs and support gaps. Leverage Data for Continuous Improvement - Analyze chatbot and Copilot performance data to identify friction points and prioritize improvements.
• Report actionable insights to stakeholders to drive buy-in and alignment.

• Leverage historical data, customer feedback, and system behavior to reduce fallback rates and enhance automation. Drive Strategic AI Design and Impact - Own and continuously improve how AI handles inbound support interactions, with a focus on increasing resolution rates, accuracy, and customer satisfaction.
• Drive increases in AI involvement, resolution rates, and CSAT by strategically optimizing how AI is used across support touchpoints.
• Use insights from real support conversations to guide strategic decisions around AI behavior, fallback handling, and escalation logic.

• Anticipate where AI coverage may be impacted and proactively guide conversation design and fallback planning for those scenarios.

• AI Experience: Exposure to AI-powered support tools and a strong interest in developing expertise in chatbot design, automation, and conversation optimization.
• Content Creation & Curation: Strong writing and organizational skills for crafting and maintaining structured knowledge (e.g., snippets, Guru cards, internal documentation) that feeds both chatbot and Copilot accuracy.
• Problem-Solving & Iteration: Demonstrated ability to identify gaps, anticipate edge cases, and iterate quickly.

• Product & Process Knowledge: Familiarity with internal tools and systems (e.g., Ask Ilma, Intercom Copilot) and how product areas interact. This ensures high-quality, relevant AI responses.
• Cross-Functional Collaboration: Experience working with teams across Product, Engineering, and GTM to align AI and support strategies.

• Data-Driven Mindset: Ability to interpret AI performance data, identify trends, and make insights-driven decisions to optimize chatbot and Copilot performance.
• Bonus Technical

Skills

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

• Offices in SF, NYC, London, Dublin, Tel Aviv, and Sydney To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state.

• Highlight any hands‑on experience you have with Intercom or similar chatbot platforms, including examples of workflow improvements you’ve implemented.
• Prepare a short case study showing how you used data to identify a chatbot failure, the changes you made, and the resulting impact on resolution rates.
• Demonstrate familiarity with internal knowledge‑base tools by sharing a sample Guru card or snippet you created.
• In interviews, be ready to discuss how you would balance automated AI responses with the need for human escalation in complex security queries.
• Emphasize remote‑work discipline: describe your home‑office setup, communication habits, and how you stay aligned with distributed teams.
• Ask about Vanta’s published support metrics during the interview to show you understand the data‑driven culture.
• When negotiating, factor in the equity component and remote‑work stipend as part of the total compensation package.