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 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.

Enhance the Internal AI Copilot

• Build and maintain internal knowledge resources (e.g., Guru cards, internal snippets) to help the support team resolve customer issues quickly and confidently.

• Ensure the Copilot can answer internal process, policy, and ownership questions effectively.

Optimize Support’s AI Chatbot Workflows

• Own and re