AI Support Engineer Lead (US)

Stack

Responsibilities

• ▹Set the technical direction for the support stack: what gets automated, in what order, and to what standard
• ▹Design, ship, and maintain AI agents and automation workflows that reduce manual support load (ticket classification, acknowledgment automation, response drafting, incident detection, proactive user outreach)
• ▹Identify recurring categories of issues and engineer them out of existence through automation, documentation, prompt iteration, or product feedback
• ▹Build and maintain tooling (MCP integrations, Dust agents, internal scripts) that increases the team's capacity
• ▹Define and own the "Support as a Product" backlog
• ▹Hire, onboard, and develop support engineers
• ▹Set the standard for how complex issues get handled, taking the hardest tickets personally
• ▹Investigate complex issues across logs, code, and internal tooling to identify root causes and provide clear answers to customers
• ▹Handle escalated cases with precise, accessible communication for technical and non-technical audiences
• ▹Systematically analyze agent-generated responses for inconsistencies, iterating on prompts, documentation, and tooling
• ▹Represent support at the engineering and product level, synthesizing and prioritizing signal
• ▹Build strong working relationships with engineers and customer-facing teams for efficient escalations
• ▹Own the feedback loop end-to-end, closing gaps across engineering, product, and documentation

Requirements

• ▹Function-building experience: previously defined or significantly shaped a support engineering function — operating model, standards, hiring, or rebuilding a broken process from scratch
• ▹High technical aptitude: comfortable reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems
• ▹AI fluency at builder level: track record of building custom agents, automations, or workflows using AI tools (Dust, Cursor, Claude Code, n8n, etc.), not just prompting
• ▹Exceptional prioritization: knowing what to solve immediately, what to automate, what to escalate, and what to delegate
• ▹People development instincts: has coached and grown engineers before, knows how to give feedback that sticks
• ▹Bidirectional communication: can translate technical concepts to non-technical audiences and speak technical language fluently with engineers
• ▹Interest in or experience with a Build/Run split

Soft skills

What we offer

• ▹Significant equity package at a Sequoia-backed startup
• ▹Health benefits for you and your dependents
• ▹New MacBook Pro or Linux machine, monitor, keyboard, etc.
• ▹Opportunity to travel between the Paris and San Francisco offices
• ▹Regular team events and off-sites

About the company

Dust is an enterprise AI platform providing flexible model choice and a collaborative interface for humans and AI agents to rewire how work gets done. Customers include Datadog, 1Password, Cursor, Clay, Vanta, and Persona, with 70%+ weekly active users. The Sequoia-backed company was named to The Generalist's Future 50 list.