AI Support Engineer Lead

Dust
Paris, San Francisco, New York
Workplace: OnsiteFull timeEUR 100,000 - 160,000Function: Data Science & Machine LearningSkills: ["Prioritization","Communication","Ownership","Systems thinking","Team leadership"]

Own Dust’s “Support as a Product” by splitting your time between running escalations and building AI systems that remove ticket categories over time. Define the support stack’s technical direction, design and maintain AI agents and automation workflows (classification, drafting, incident detection, outreach), and engineer recurring issues out of existence. Lead and grow the support engineers, investigate complex root causes across logs and code, and translate customer pain into product and engineering improvements.

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Dust
Dust
1 month ago

AI Support Engineer Lead

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Own Dust’s “Support as a Product” by splitting your time between running escalations and building AI systems that remove ticket categories over time. Define the support stack’s technical direction, design and maintain AI agents and automation workflows (classification, drafting, incident detection, outreach), and engineer recurring issues out of existence. Lead and grow the support engineers, investigate complex root causes across logs and code, and translate customer pain into product and engineering improvements.
Location: Paris, San Francisco, New York
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Sr. Manager level

Key Responsibilities

  • •Set the technical direction for the support stack, deciding what gets automated, in what order, and to what standard.
  • •Design, ship, and maintain AI agents and automation workflows to reduce manual support load (classification, acknowledgments, drafting, incident detection, proactive outreach).
  • •Identify recurring issue categories and eliminate them via automation, documentation, prompt iteration, or product feedback.
  • •Hire, onboard, and develop support engineers, taking the hardest tickets and setting the standard for complex issue handling.
  • •Investigate complex issues across logs, code, and internal tooling, and bridge customer pain to engineering/product improvements through an end-to-end feedback loop.
Travel: Low travel

Pay and Benefits

Salary: EUR 100,000 - 160,000
Perks:EquityHealth InsuranceMacbook Pro

Key Requirements

  • •Defined or significantly shaped a support engineering function, including operating model, standards, hiring, or rebuilding a broken process.
  • •High technical aptitude to read code, analyze logs, navigate codebases, and troubleshoot distributed systems.
  • •Built custom AI agents, automations, or workflows using AI tools (e.g., Dust, Cursor, Claude Code, n8n), not just prompting.
  • •Coached and grown engineers, with strong feedback and people-development instincts.
  • •Translate technical concepts for non-technical audiences and speak technical language with engineers.
Experience:AISaaS
Skills:PrioritizationCommunicationOwnershipSystems thinkingTeam leadership
Tech Stack:MCPDustCursorClaude CodeN8nLLMs

Company Brief

Dust
Builds customizable, enterprise AI assistants (agents) that connect to a company’s internal data and tools, enabling teams to design and deploy specialized workflows and automations without building their own foundation models.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Revenue: USD 1M to 5M
Growth: Early Stage Startup
Funding: Series A
Headquarters: Paris, France
Founded: 2023
Glassdoor
Glassdoor: 5.0
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