AI Support Engineer Lead

AI Support Engineer Lead at dust.

About the role Dust is seeking an AI Support Engineer Lead to redefine how support operates within an AI-first company. This role involves building sophisticated AI systems to automate support tasks while also directly handling the most complex customer issues. You will drive the strategy for support as a product, focusing on eliminating recurring problems through innovative solutions.

Key facts Location: Paris Engagement: Full-time Compensation: 100,000€ - 160,000€ annually, plus significant equity Team: Customer Experience

What you'll do

• Establish the technical direction for the support infrastructure, deciding what to automate and to what standard.
• Create and maintain AI agents and automation workflows for tasks like ticket classification, response drafting, and proactive user outreach.
• Identify and resolve recurring issues through automation, documentation, prompt adjustments, or product feedback.
• Develop and maintain internal tools and integrations to enhance team capacity without increasing headcount.
• Define and manage the "Support as a Product" backlog, guiding the team and ensuring high-quality delivery.
• Recruit, train, and mentor support engineers, fostering their growth and development.
• Address the most challenging customer tickets, setting a high standard for issue resolution.
• Investigate complex problems using logs, code, and internal tools to pinpoint root causes and provide clear customer solutions.
• Manage escalated cases with precise and understandable communication for both technical and non-technical audiences.
• Analyze AI-generated responses for accuracy and refine prompts, documentation, and tools to minimize human intervention.
• Represent support at engineering and product levels, synthesizing customer feedback into actionable improvements.
• Build strong relationships with engineering and customer-facing teams for efficient issue escalation.
• Oversee the entire feedback loop, ensuring gaps in information are closed across engineering, product, and documentation.

Requirements

• Prior experience in establishing or significantly shaping a support engineering function, including defining operating models, setting standards, or rebuilding processes.
• High technical proficiency, capable of reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems.
• Demonstrated ability to build custom AI agents, automations, or workflows using tools like Dust, Cursor, Claude Code, or n8n.
• Exceptional ability to prioritize tasks for yourself and the team, quickly deciding what to solve, automate, escalated or delegate.
• Experience coaching and developing engineers, providing effective feedback and fostering a productive environment.
• Strong communication skills, able to explain technical concepts to non-technical audiences and converse technically with engineers.
• Interest in or experience with a "Build/Run" approach to support, viewing it beyond simple ticket resolution.
• A natural inclination to automate repetitive tasks and uphold efficiency standards.
• Ability to handle customer frustration constructively while maintaining a deep commitment to user experience.
• Leads by example, taking on difficult tasks and demonstrating effective problem-solving.
• Thrives in ambiguous environments, comfortable building systems from the ground up where processes are still evolving.
• A collaborative mindset, willing to share knowledge and contribute to the broader team's success.
• High sense of ownership, proactively identifying and addressing functional gaps.
• Systems-first thinking, focused on eliminating categories of work rather than just resolving individual tickets faster.
• Ability to transform recurring issues into scalable systems, automations, or documentation.
• Strong investigative instincts, thoroughly researching issues before escalating and providing detailed context to engineering teams.

Benefits

• Health coverage for you and your dependents
• New MacBook Pro or Linux machine
• Opportunities for travel between Paris and San Francisco offices
• Regular team events and off-sites
• The company prioritizes an in‑person office culture in Paris, San Francisco, and New York, valuing direct collaboration, but trusts employees to manage their time and work remotely when appropriate for specific tasks

Competitive compensation is offered. Benefits include health coverage for you and your dependents, a new MacBook Pro or Linux machine, and opportunities for travel between Paris and San Francisco offices. Regular team events and off-sites are also provided. The company prioritizes an in‑person office culture in Paris, San Francisco, and New York, valuing direct collaboration, but trusts employees to manage their time and work remotely when appropriate for specific tasks.