AI Optimization Specialist, Support

Support Expertise: Proven experience in technical troubleshooting and handling customer inquiries (TSS/SR TSS preferred). This is core to understanding both customer needs and how to structure effective support content and flows.

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. This includes thinking systematically about how to improve workflows and scale support through automation.

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. Ability to advocate effectively for support needs in broader company discussions.

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: Familiarity with APIs, JSON, or scripting languages (e.g., Python, JavaScript) to work more deeply with AI workflows and configurations. Not required, but helpful for advanced use cases or future evolution of the role.

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.

Industry-competitive salary and equity

Comprehensive medical, dental, and vision coverage, with 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, plus 80 hours of Sick Time

11 company-paid holidays

Virtual team building activities, lunch and learns, and other company-wide events!

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. 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.

#LI-remote

At 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.

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.

Now 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.

If you are being referred for the role, please contact that person to apply on your behalf.