AI Optimization Specialist, Support

Remote U.S.RemoteFull-time2026-06-26 → 2026-11-10

Remote · from United StatesNo visa sponsorship

Core

Build and maintain AI-powered knowledge (chatbot and internal Copilot) to empower customer support teams and improve customer experience.

Role type

AI Optimization Specialist (Support Operations)

Builds

Customer-facing AI chatbot and internal AI Copilot for support workflows

Domain

SaaS Security / Customer Support Automation

Deliverable

production ML models | product features

Required skills

Technical support expertise, AI-powered support tools experience, content creation and curation, problem-solving and iteration, cross-functional collaboration, data-driven decision making

Preferred skills

Familiarity with APIs, JSON, Python, or JavaScript

Technologies

Intercom, Guru, Intercom Copilot, Ask Ilma

Responsibilities

Collaborate with Customer Education to ensure AI tools draw from accurate content; Build and maintain internal knowledge resources for the support team; Own and refine chatbot workflows and custom answers; Analyze chatbot and Copilot performance data to identify friction points; Design personalized conversational flows to reduce fallback rates; Partner with Product and Engineering to align AI strategies with new launches; Handle a small volume of support tickets to stay grounded in customer challenges

Seniority

Mid-Senior, hands-on IC

About Vanta

We 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.