AI Agent Operations Specialist, Support

Remote · 3+ years experience · Full-time · Remote · Posted Oct 7, 2026

At a glance

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.
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As the AI Agent Operations Specialist, you'll own Ask-Ilma, Vanta's customer-facing AI agent built on Fin by Intercom, serving as the first point of contact for customers seeking support.
This is a hands-on role for someone who treats an AI agent like a product to measure, tune, test, and improve every week.

Review Fin conversations weekly to find wrong answers, self-service gaps, and avoidable escalations.
Make changes in Fin yourself including guidance, content, and workflows.
Keep a ranked list of improvements based on customer impact, volume, and risk.
Set and document Fin's guardrails regarding what it must never answer, when it asks a clarifying question, and when it escalates.
Own the knowledge Fin draws from such as snippets, internal content, and the help center.
Set the governance so every topic has an owner and a review cadence, retiring outdated or conflicting content.
Turn answers provided by support engineers into reusable knowledge so common questions are answered only once.
Set AI-ready content standards and partner with Customer Education to bring help-center articles up to those standards.
Shape how Fin sounds, including how it handles "I don't know" without leaving customers stuck.
Own handoffs by determining where Fin escalates, where it routes, and what context it passes so customers never repeat themselves.

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 an admin
Structured writing ability to turn a messy process into clear, well-organized knowledge for people and AI
Comfort pulling and interpreting performance data, spotting trends, and using them to decide what to fix first
Systems thinking to identify and fix root causes of bad system answers
Customer judgment to determine when an answer is technically correct but a bad experience or requires a person
Must be authorized to work in the U.S. without the need for current or future employer sponsorship

Experience administering Intercom and Fin, including guidance, snippets, Procedures, or AI Insights
Background in knowledge management, content design, or writing for conversational interfaces
Experience leading a support tool rollout or migration
Exposure to security, compliance, or GRC concepts

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

Commuter benefits available for team members who report to the SF and NYC office