Global Head of Support Engineering (Paris)

present of AI; Paris; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

present of AI is recruiting for Global Head of Support Engineering in Paris. The role focuses on building and leading a world-class support engineering team, while personally handling the toughest tickets and reviewing code and logs with ease.

You will shape AI-driven support by designing agents, automations and tooling on the Dust platform, coaching engineers, and turning recurring issues into durable product fixes. Strong experience with AI agents and hands-on leadership is essential.

Qualifications

• Built or reshaped a support engineering team.
• Experience coaching engineers and leading hiring.
• Ability to read code and logs and build AI agents and automations.

Responsibilities

• Read logs and code with ease to troubleshoot complex issues.
• Design and improve AI agents and automation systems for support.
• Coach engineers while deciding what to automate, elevate or hand off.
• Turn repeated customer problems into product fixes with clear signals to engineering and product teams.

Skills

Code reading

AI agents & automation

Team leadership

Hiring

Tools

Dust platform

Claude Code

n8n

Job description

Global Head of Support Engineering (Paris)

Customer & Solutions · Paris · FullTime · Lead level

This role asks for someone who has built or reshaped a support engineering team and is still happy to work the hardest tickets personally. A strong candidate reads code and logs with ease, has built real AI agents and automations rather than just writing prompts, and can coach engineers while deciding what to automate, elevate or hand off. They also turn repeated customer problems into product fixes by giving engineering and product teams clear, well‑rese

How it fits the AI era

AI agents take on much of the routine support work, such as sorting tickets, drafting replies and spotting incidents, so the job shifts toward designing and improving those systems. Humans still handle the messy edge cases, judge whether an agent's answers are right, and talk with frustrated customers with care. Deciding what good support looks like and growing a team around it stays a human task.

How it builds AI experience

The work centers on building agents, automations and tooling on Dust itself, so the hands-on experience comes from using an AI platform to run support for AI-focused customers. Someone preparing for it can build small projects with tools like Dust, Claude Code, Cursor or n8n, such as a ticket classifier or a reply drafter. Reviewing the output for mistakes and refining prompts and documentation is the habit to practice.

Worth showing

• Built support agents and automations
• Support team building and hiring
• Debugging logs and codebases
• Coaching engineers with direct feedback
• Turning ticket patterns into fixes

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Dust

Dust is a multiplayer AI platform that connects company knowledge, tools, and teams so people and agents can work together in shared workflows, per the company.