AI Support Engineer (Paris)

About the Role

At Dust, we are defining the role of an AI Operator: someone who rethinks and rebuilds company processes around AI. The AI Support Engineer applies this mindset to support, splitting time between handling complex issues when agents fall short and building the AI systems that reduce that workload over time.

Support at Dust is not a cost center, it’s a product. Success is measured by eliminating categories of tickets, not just resolving them. You will define, ship, and continuously iterate on the infrastructure that lets Dust deliver a world‑class support experience at scale: AI agents, automation workflows, classification systems, knowledge systems, and tooling built on top of Dust itself. You will dog‑food the product harder than almost anyone at the company.

What You’ll Do

Build (50%)

• Design, ship, and maintain AI agents and automation workflows that reduce manual support load, such as ticket classification, acknowledgment automation, response drafting, incident detection, and proactive user outreach.
• Identify entire categories of issues and engineer them out of existence through better documentation, tighter agent prompts, or upstream product feedback.
• Build and maintain tooling (MCP integrations, Dust agents, internal scripts) that increase the team’s capacity without increasing headcount.
• Contribute to the evolving “Support as a Product” backlog, owning tasks with shipped/doing/todo statuses like a product engineer, not a queue operator.

Run (50%)

• Investigate issues across logs, code, and internal tooling to identify root causes and provide clear answers.
• Handle complex, escalated cases with precise and accessible communication.
• Systematically analyze agent‑generated responses for inconsistencies and ambiguities; iterate on prompts, documentation, and tooling until human intervention is minimal.
• When the agent fails due to missing or incorrect information, close the gap by owning the follow‑up across engineering, product, and documentation.

Requirements

• AI‑native: You are a power user of AI coding tools like Claude Code or Cursor and agent platforms like Dust. You have built workflows, automations, or tooling with AI and can speak concretely about the trade‑offs of agentic systems.
• Technical debugging capability: Comfortable reading code, analyzing logs, and navigating a codebase to form a hypothesis. Full engineering expertise is not required, but you can handle a stack trace.
• Builder mindset: You have a track record of reducing repetitive work through systematic improvements and building systems instead of repeating tasks.
• Excellent written communication: Clear, concise communication for both technical and non‑technical audiences. English required for US based roles; French and English fluency required for Paris based roles.
• Analytical precision: Able to identify patterns, edge cases, and inconsistencies others miss.
• Collaborative persistence: Drives improvements across teams while maintaining strong working relationships.
• High ownership: Operates with autonomy, surfaces problems proactively, and drives outcomes without needing to be managed.
• Curiosity and adaptability: Comfortable with ambiguity and first‑of‑a‑kind problems. The role does not yet have a defined playbook—you will write it.

What "AI Support Engineer" Means in Practice

This is a builder‑first support role. You’re not just resolving issues; you’re designing the systems that prevent them.

You:

• Default to building solutions instead of escalating.
• Use AI tools as your core work environment.
• Treat support as a product with a backlog, not a queue.
• Focus on eliminating categories of work, not just completing them.
• Work fluently with concepts like deflection, agent loops, prompt design, and automation systems.

If you have come from a company that treats support as strategic and spent time building support tooling rather than just using it, this role was written for you.

Benefits & Compensation

• Competitive compensation: €50K – €80K base salary; higher for outstanding profiles.
• Support for relocation, including a stipend up to €10k and assistance with apartment finding and residence/work permit procedures.
• Significant equity package in a Sequoia‑backed startup.
• Health insurance for you and your dependents.
• New MacBook Pro or Linux machine, monitor, keyboard, etc.
• Beautiful office in the heart of Paris.
• Opportunity to travel to the US multiple times a year.
• Regular team events and off‑sites.

Location

We are prioritizing building our team with an in‑person culture at our offices in Paris and San Francisco, because we value the magic that happens when talented people work closely together.