Global Head of Support Engineering (US)

present of AI; New York (NY); Vor Ort; USD 180.000 - 230.000; Vollzeit

Zusammenfassung

Dust is seeking a hands-on, leadership-focused engineer to build and run our support engineering function for an AI product. The ideal candidate has shaped a support team, can read code and logs to root-cause issues, and has shipped real agents or automations rather than just prompts.

You will coach other engineers, decide what to automate or hand off, and explain technical problems clearly to customers and product engineers.

Qualifikationen

• Experience leading a support engineering team.
• Ability to read code and logs to troubleshoot issues.
• Experience shipping AI agents or automations.
• Excellent communication with customers and product teams.

Aufgaben

• Build and run the support engineering function for the AI product.
• Coach engineers, decide automation priorities, and improve agent quality.
• Design, test, and monitor systems that answer customer tickets.

Kenntnisse

Leadership

Code reading & debugging

Agent/automation design

Coaching others

Customer communication

Tools

Claude Code

n8n

Jobbeschreibung

This is a hands-on leadership role that mixes building and running support for an AI product. A strong candidate has already shaped a support engineering team, can read code and logs to find root causes, and has built real agents or automations rather than just writing prompts. They also coach other engineers, decide what to automate or hand off, and explain technical problems clearly to both customers and product engineers.

How it fits the AI era

AI agents handle the first layer of support here, so the work shifts from answering tickets to designing, testing, and improving the systems that answer them. Much of the day goes to spotting patterns, fixing weak agent answers, and automating whole categories of issues. Judgment on hard cases, honest communication with frustrated customers, and building a team stay human.

How it builds AI experience

The role means building support agents, classifiers, and automations on Dust itself, a platform that connects company knowledge and tools for people and agents. That gives direct practice in prompt iteration, tool integrations, and measuring agent quality on real customer problems. Someone short on this can prepare by building a small support agent or workflow with tools like Claude Code or n8n and tracking where it fails.

Worth showing

• Built a support function
• Custom AI agents shipped
• Log and code debugging
• Coaching and hiring engineers
• Turning tickets into automation

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.