Lead AI Support Engineer: Build Scalable Automation

Linuxconfig; New York (NY); Hybrid; USD 240,000 - 350,000; Full time

Benefits offered by this job

Health benefits for you and yourdepend

New MacBook Pro or Linux machine

Travel between Paris and SF offices

Regular team events and off-sites

Job summary

Dust is seeking an experienced AI Support Engineer to design and scale the AI-powered support stack. You will lead the development of AI agents, automation workflows, and knowledge systems and will dogfood the product by building at scale.

You will also resolve complex issues, drive proactive improvements, and help Dust deliver a world-class support experience. You’ll own the Support as a Product backlog, coach a growing team, and push for automation that reduces manual work while maintaining

Qualifications

• Defined or significantly shaped a support engineering function before: operating model, standards, hiring, or rebuilding processes.
• High technical aptitude: reading code, analyzing logs, troubleshooting distributed systems.
• AI fluency: building custom agents, automations, or workflows using AI tools.
• Exceptional prioritization: deciding what to automate, what to delegate, and what to defer.
• People development: coaching engineers and growing team talent.
• Bi-directional communication to translate technical concepts for non-technical audiences.
• Interest in or experience with a Build/Run split in support.

Responsibilities

• Design, ship, and maintain AI agents and automation workflows to reduce manual support load.
• Identify recurring issues and engineer them out via automation, docs, prompts, or product feedback.
• Build and maintain tooling to increase team capacity without headcount growth.
• Own the Support as a Product backlog and ensure shipped work meets standards.
• Hire, onboard, and develop the support engineers around you.
• Handle the hardest tickets and set the standard for complex issue handling.
• Investigate complex issues across logs and internal tooling to provide clear customer answers.
• Communicate escalations effectively to both technical and non-technical audiences.
• Create end-to-end feedback loops between engineering, product, and docs.

Skills

Function-building experience

AI fluency builder level

Exceptional prioritization

People development instincts

Bidirectional communication

Build/Run split

Tools

Dust

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Claude Code

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Job description

Dust is seeking an experienced AI Support Engineer to design and scale the AI-powered support stack. You will lead the development of AI agents, automation workflows, and knowledge systems and will dogfood the product by building at scale.

You will also resolve complex issues, drive proactive improvements, and help Dust deliver a world-class support experience. You’ll own the Support as a Product backlog, coach a growing team, and push for automation that reduces manual work while maintaining