2 days ago
Base Salary
$240k - $350k/yr
Responsibilities
- Set the technical direction and own the backlog for Dust’s Support as a Product function.
- Design, ship, and maintain AI agents and automation workflows for ticket classification, acknowledgment, response drafting, incident detection, and proactive outreach.
- Build and maintain MCP integrations, Dust agents, and internal scripts that increase support team capacity.
- Investigate complex issues across logs, code, and internal tooling, resolve escalated cases, and communicate clearly with technical and non-technical customers.
- Analyze recurring issues and agent-generated responses, then improve prompts, documentation, tooling, automation, or product behavior.
- Represent Support with Engineering and Product, prioritize customer feedback, and drive end-to-end issue resolution.
- Hire, onboard, coach, and develop support engineers while setting standards for complex issue handling.
Requirements
- Experience defining or significantly shaping a support engineering function, including operating models, standards, hiring, or process creation.
- Strong technical aptitude with the ability to read code, analyze logs, navigate codebases, and troubleshoot distributed systems.
- Builder-level experience creating custom agents, automations, or workflows using AI tools such as Dust, Cursor, Claude Code, or n8n.
- Experience coaching and developing engineers, setting expectations, giving direct feedback, and raising team performance.
- Ability to translate technical concepts for non-technical audiences and communicate fluently with engineers.
- Strong prioritization, ownership, systems thinking, investigation, and automation-oriented problem-solving skills.
- Comfort working in ambiguous environments and building processes and systems from scratch.
Benefits
- Competitive compensation based on level and experience, with a stated base salary range of $240,000 - $350,000.
- Significant equity package at a Sequoia-backed startup.
- Health benefits for employees and dependents.
- New MacBook Pro or Linux machine plus monitor, keyboard, and related equipment.
- Opportunity to travel between the Paris and San Francisco offices.
- Regular team events and off-sites.
- Office-first work culture in Paris, London, San Francisco, and New York, with discretion to work from home when appropriate.
Tech Stack
Categories
About Dust
Dust builds enterprise AI assistants that connect to a company’s knowledge bases and business tools to automate and accelerate knowledge work. The platform offers model choice, governance, and a collaborative interface, sold as a SaaS subscription to mid‑market and enterprise teams. Founded in 2023 and headquartered in Paris, Dust is backed by Sequoia and counts Datadog, 1Password, Vanta, Persona, Cursor, and Clay among its customers.