1 month ago
Responsibilities
- Set the technical direction and standards for the support stack and determine what should be automated.
- Design, ship, and maintain AI agents and automation workflows for ticket classification, acknowledgments, response drafting, incident detection, and proactive outreach.
- Identify recurring issues and eliminate them through automation, documentation, prompt iteration, or product feedback.
- Build and maintain MCP integrations, Dust agents, and internal scripts to increase support capacity.
- Own the Support as a Product backlog and coach the team on execution quality.
- Hire, onboard, and develop support engineers while handling the most complex support tickets.
- Investigate issues across logs, code, and internal tooling to identify root causes and provide clear customer answers.
- Handle escalated cases for technical and non-technical audiences.
- Analyze agent-generated responses and improve prompts, documentation, and tooling to reduce human intervention.
- Represent support in engineering and product discussions and own the customer feedback loop across engineering, product, and documentation.
Requirements
- Experience defining or significantly shaping a support engineering function, including operating models, standards, hiring, or process rebuilding.
- Strong technical aptitude with the ability to read code, analyze logs, navigate codebases, and troubleshoot distributed systems.
- Builder-level experience creating custom AI agents, automations, or workflows using tools such as Dust, Cursor, Claude Code, or n8n.
- Strong prioritization skills across immediate resolution, automation, escalation, and delegation.
- Experience coaching and developing engineers, formally or informally.
- Ability to translate technical concepts for non-technical audiences and communicate fluently with engineers.
- Interest in or experience with a Build/Run support model.
- Builder mentality, resilience, empathy, ownership, systems-first thinking, pattern recognition, and deep investigation skills.
Benefits
- €100,000–€160,000 compensation based on level and experience
- Significant equity package at a Sequoia-backed startup
- Health benefits for the employee and dependents
- New MacBook Pro or Linux machine, monitor, keyboard, and related equipment
- Opportunity to travel between the Paris and San Francisco offices
- Office-first, primarily in-person work in Paris, San Francisco, or New York, with flexibility to work from home when appropriate
- Regular team events and off-sites
Tech Stack
Categories
About Dust
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