AI Optimization Specialist, Support
Posted:
Position: AI Optimization Specialist, Support
Date Posted: June 27, 2026
Industry: Information Technology / AI / Customer Support / SaaS
Employment Type: Full Time
Experience: Experience in technical troubleshooting and customer support operations (TSS/SR TSS preferred)
Qualification: Not Specified
Salary: $114K – $134K/yr
Location: United States, REMOTE
Company: Vanta
Description:
Vanta is hiring an AI Optimization Specialist, Support to help build and enhance AI-powered systems that support both customers and internal teams. The role focuses on improving chatbot performance and developing internal AI Copilot knowledge systems that enhance customer support efficiency and accuracy.
This position plays a key role in shaping how AI is used within support operations. The selected candidate will work closely with Support, Product, Engineering, and Customer Education teams to ensure AI systems deliver accurate responses, improve resolution rates, and enhance overall customer experience at scale.
The role also involves analyzing performance data, optimizing conversational workflows, and continuously improving AI-driven support tools through real customer insights and feedback.
Key Responsibilities:
• Build and maintain AI-powered knowledge systems for chatbot and internal Copilot tools.
• Collaborate with Customer Education teams to ensure accurate and optimized AI responses.
• Identify gaps, errors, and edge cases in AI-generated support experiences.
• Optimize chatbot workflows, conversational flows, and automated responses.
• Maintain internal knowledge resources to support support team efficiency.
• Analyze AI performance data to identify trends and improvement opportunities.
• Improve escalation logic, fallback handling, and resolution workflows.
• Partner with Product and Engineering teams on new feature readiness.
• Support real customer tickets to understand issues and improve AI systems.
• Create structured documentation, internal knowledge, and support content.
Requirements:
• Experience in technical troubleshooting and customer support.
• Strong understanding of AI-powered support systems and automation tools.
• Ability to create structured documentation and knowledge content.
• Strong problem-solving and workflow optimization skills.
• Experience working with cross-functional teams (Product, Engineering, Support).
• Ability to analyze data and derive actionable insights.
• Familiarity with support tools such as Intercom or similar platforms.
• Bonus: Knowledge of APIs, JSON, Python, or JavaScript.
• Strong knowledge of:
• Customer support workflows and troubleshooting
• AI chatbot systems and automation tools
• Data analysis for support performance optimization
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