Head of Support Engineering

Dust.tt; Paris; On-site; EUR 110,000 - 190,000; Full time

Job summary

Dust is building for a new kind of AI Operator. As our AI Support Engineering Lead, you'll own how Support is built and scaled at Dust. This is a deeply hands-on role.

You'll take on the hardest customer issues when our agents fall short, but your job isn't simply to resolve them. You'll look for the pattern behind each issue and turn what you learn into better agents, automation, tooling, documentation, and product improvements.

Qualifications

• Proven track record leading enterprise-grade support engineering teams.
• Experience building scalable support systems with AI.
• Strong debugging and problem-solving skills.
• Ability to translate learnings into product improvements.

Responsibilities

• Own the design and scaling of Dust's support engineering.
• Lead incident response for high-priority customer issues.
• Develop automation to reduce manual work.
• Collaborate with product and engineering to implement improvements.

Skills

Leadership

Support Eng

AI systems

Automation

Debugging

Tools

AI agents

Automation

Classification systems

Knowledge systems

Tooling

Job description

About Dust

Work is being rewritten, and the people holding the pen are the ones who actually run it.

With enterprise-grade governance, flexible model choice, and a collaborative interface for humans and agents to work together, Dust empowers AI Operators at the world’s fastest-moving companies to rewire how work gets done.

With 70%+ weekly active users, people stick with Dust as much as they do with Slack and Notion. We don't get piloted and shelved. We land once, and spread. We're at an exciting stage of our journey, and growing fast.

We're serving great customers like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026.

Dust is backed by Sequoia with a determined team of optimists (coming from Stripe, OpenAI, and Stanford) who like to focus on users, ship fast, and don't take themselves too seriously while doing so. The Generalist named us among the Future 50.

Summary

At Dust, we're building for a new kind of AI Operator: people who rethink and rebuild how their teams work around AI. Not “how can AI help us do this faster?” but “if AI existed from day one, would we even do this the same way?”

As our AI Support Engineering Lead, you'll own how Support is built and scaled at Dust. This is a deeply hands‑on role. You'll take on the hardest customer issues when our agents fall short, but your job isn't simply to resolve them. You'll look for the pattern behind each issue and turn what you learn into better agents, automation, tooling, documentation, and product improvements. Over time, you'll help grow the team and shape how Support Engineering operates as Dust scales.

You'll define, ship, and continuously iterate on the systems that make this possible: AI agents, automation workflows, classification systems, knowledge systems, and tooling