AI Support Engineer Lead: Build AI Agents & Automation

Linuxconfig; Paris; Hybride; EUR 100 000 - 160 000; Plein temps

Avantages offerts par ce poste

Health benefits

MacBook Pro / Linux machine

Travel between Paris/San Francisco

Equity package

Résumé du poste

Dust is hiring an experienced AI Support Engineer to build AI systems that automate and optimize the support workflow. You will run support when the systems fall short and shape the infrastructure enabling Dust to deliver a world-class experience at scale.

You will coach and grow engineers, set standards for complex issue handling, and proactively analyze logs and prompts to minimize human intervention.

Qualifications

• Defined or significantly shaped a support engineering function before: built the operating model, set the standards, hired into the team, or rebuilt 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: You know what to solve immediately, what to automate, what to escalate, and, critically, what to delegate and to whom. You make these calls for yourself and for the team, fast and without second-guessing.
• People development instincts: You've coached and grown engineers before, even informally. You know how to give feedback that sticks and create conditions where people do their best work.
• 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: Whether you've already operated this way or you're excited to learn this approach, you see support as more than ticket resolution.

Responsabilités

• Set the technical direction for the support stack: what gets automated, in what order, and to what standard. You make the calls, not just the builds.
• Design, ship, and maintain AI agents and automation workflows that reduce manual support load: think ticket classification, acknowledgment automation, response drafting, incident detection, and 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 increase the team's capacity without increasing headcount.
• Define and own the "Support as a Product" backlog. You decide what goes on it, coach the team to execute it, and hold the bar on what shipped means.

Description du poste

Dust is hiring an experienced AI Support Engineer to build AI systems that automate and optimize the support workflow. You will run support when the systems fall short and shape the infrastructure enabling Dust to deliver a world-class experience at scale.

You will coach and grow engineers, set standards for complex issue handling, and proactively analyze logs and prompts to minimize human intervention.