Dust

1 week ago

AI Support Engineer Lead (US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 59 minutes agoStatus: Live

Job Summary

Own both the “run” and “build” sides of support: handle complex customer escalations when AI agents fall short, while defining and shipping AI agents, automation workflows, ticket classification, and knowledge systems that eliminate categories of tickets. Lead and develop support engineers, investigate issues across logs and code to root cause problems, and turn customer pain into product improvements across engineering and documentation.

Location: San Francisco, New York, Paris

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Manager level

Key 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 (ticket classification, acknowledgment automation, response drafting, incident detection, proactive outreach).
•Investigate complex issues across logs, code, and internal tooling to identify root causes and provide clear customer answers.
•Systematically analyze agent-generated responses for inconsistencies and iterate on prompts, documentation, and tooling to minimize human intervention.
•Hire, onboard, and develop support engineers, setting the standard and taking the hardest tickets yourself.

Travel: Low travel

Pay and Benefits

Salary: USD 240,000 - 350,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceEquityTravel AllowanceLearning Budget

Key Requirements

•Defined or significantly shaped a support engineering function, including building operating models, setting standards, hiring, or rebuilding broken processes.
•Comfortable reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems.
•Builder-level AI fluency: built custom agents, automations, or workflows using tools like Dust, Cursor, Claude Code, or n8n.
•Experience coaching and growing engineers, including giving feedback and creating conditions for strong work.
•Can translate technical concepts to non-technical audiences and communicate with both customers and engineers.

Experience:AIAutomationCustomer support

Skills:CommunicationPrioritizationLeadershipEmpathyOwnership

Tech Stack:MCPN8nClaude CodeCursorLLMs

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: 5.0

Website LinkedIn Glassdoor

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Dust

1 week ago

AI Support Engineer Lead (US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 59 minutes agoStatus: Live

Job Summary

Location: San Francisco, New York, Paris

Workplace: Onsite

Employment Type: Full time

Job Function: Data Science & Machine Learning

Seniority: Manager level

Key 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 (ticket classification, acknowledgment automation, response drafting, incident detection, proactive outreach).
•Investigate complex issues across logs, code, and internal tooling to identify root causes and provide clear customer answers.
•Systematically analyze agent-generated responses for inconsistencies and iterate on prompts, documentation, and tooling to minimize human intervention.
•Hire, onboard, and develop support engineers, setting the standard and taking the hardest tickets yourself.

Travel: Low travel

Pay and Benefits

Salary: USD 240,000 - 350,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceEquityTravel AllowanceLearning Budget

Key Requirements

•Defined or significantly shaped a support engineering function, including building operating models, setting standards, hiring, or rebuilding broken processes.
•Comfortable reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems.
•Builder-level AI fluency: built custom agents, automations, or workflows using tools like Dust, Cursor, Claude Code, or n8n.
•Experience coaching and growing engineers, including giving feedback and creating conditions for strong work.
•Can translate technical concepts to non-technical audiences and communicate with both customers and engineers.

Experience:AIAutomationCustomer support

Skills:CommunicationPrioritizationLeadershipEmpathyOwnership

Tech Stack:MCPN8nClaude CodeCursorLLMs

Company Brief

Dust

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: 5.0

Website LinkedIn Glassdoor