Senior AI Support Engineer
Dust is an enterprise AI platform for creating, sharing, and operating agents connected to company knowledge, tools, and team workflows.
Funding history
About Dust
Dust provides a multiplayer AI platform where organizations connect models, internal data, and business tools so people and AI agents can collaborate in shared, governed workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will design, build, and improve AI-powered support systems for classification, response drafting, routing, incident detection, knowledge retrieval, and escalation. You will investigate complex issues across logs, code, tools, product behavior, and agent outputs. You will improve workflows and documentation, provide actionable product feedback, measure support quality, and help shape support strategy.
Requirements
- Technical knowledge of APIs, web applications, logs, scripts, internal tools, and codebases
- Experience building AI agents, automations, workflows, or internal tools
- Experience with AI systems such as Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, or Gemini
- Experience shaping support systems, tooling, escalation workflows, deflection strategy, knowledge management, or AI support operations
- Ability to troubleshoot technical systems and communicate with customers and engineers
- Several years of relevant technical support, support engineering, AI tooling, or support-systems experience
Responsibilities
- Design and improve AI-powered support systems
- Build agents for ticket classification, response drafting, routing, incident detection, knowledge retrieval, and escalation support
- Identify recurring issues and eliminate them through agents, documentation, tooling, workflows, scripts, or product feedback
- Measure the impact of support systems on user experience
- Investigate complex customer issues across logs, code, internal tools, product behavior, and agent outputs
- Handle escalated cases and communicate with technical and non-technical users
- Debug incomplete or incorrect AI-generated responses
- Improve prompts, knowledge sources, workflows, routing, tooling, and escalation paths
- Translate recurring customer pain into actionable product feedback
- Help define support metrics, prioritization, quality reviews, onboarding, and automation strategy
Benefits
- Equity package
- Relocation support up to €10,000, including apartment-search and visa support
- Health insurance for employees and dependents
- MacBook Pro or Linux machine, monitor, keyboard, and equipment
- Office in Paris
- Travel to the US multiple times a year
- Regular team events and offsites
