Senior AI Support Engineer (Paris)

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 https://dust.tt/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 https://techcrunch.com/2024/06/27/dust-grabs-another-16-million-for-its-enterprise-ai-assistants-connected-to-internal-data/ 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 https://www.linkedin.com/posts/dust-tt_were-honored-to-be-recognized-on-the-generalists-activity-7359284343929741313-Rq04. THE ROLE Support at Dust is not a cost center. It is one of the most important product surfaces we own. As a Senior AI Support Engineer, you will help define what world-class support looks like in an AI-native company. You will not just resolve tickets. You will own the systems, agents, workflows, and feedback loops that make support better, faster, and more scalable over time. This is a senior individual contributor role for someone who has already operated close to support strategy, technical escalation, user experience, and automation. You should be excited by the idea of taking recurring customer pain and turning it into durable systems: better agents, better documentation, better internal tooling, sharper product feedback, and fewer repeat issues. The best person for this role is not a traditional support leader who wants to manage a queue from a distance. It is someone with strong technical instincts, a deep user mindset, and a track record of building support systems that change how a team operates. You might be a great fit if you have built an AI-powered support function, owned support tooling at scale, worked deeply with LLMs or automation, or carried a support strategy from problem discovery through implementation and measurement. WHAT YOU WILL OWN BUILDING THE AI SYSTEMS THAT MAKE SUPPORT SCALE You will design, build, and continuously improve the AI-powered systems that help Dust support customers with speed and quality. This includes agents for ticket classification, auto-acknowledgement, response drafting, internal routing, proactive incident detection, knowledge retrieval, and escalation support. You will identify categories of recurring issues and engineer them out of the support queue. Sometimes that means building a better Dust agent. Sometimes it means improving documentation, creating an internal tool, tightening a workflow, writing a script, or escalating product feedback upstream with enough context for engineering to act. You will be expected to measure whether the systems you build actually improve the user experience. Seniority here means not just shipping tooling, but knowing what good looks like, instrumenting it, and iterating until the impact is visible. RUNNING COMPLEX SUPPORT WHEN THE SYSTEMS FALL SHORT You will still be close to the work. You will investigate complex customer issues across logs, code, internal tooling, product behavior, and agent outputs. You will provide clear, accurate answers to customers, including when the underlying issue is ambiguous or technically complex. You will handle escalated cases with precision and judgment, communicating clearly with both technical and non-technical users. You should be comfortable translating between customer language, product behavior, engineering detail, and business impact. When AI-generated responses are incomplete, inconsistent, or wrong, you will debug the system behind them. You will improve prompts, knowledge sources, workflows, routing, tooling, and escalation paths so that the same failure mode does not repeat. SHAPING THE SUPPORT STRATEGY You will help define how Dust should run support as we scale. That means thinking beyond the queue and owning the full loop: what customers experience, what support sees, what agents can handle, what engineering needs to fix, and what product should learn. You will translate repeated customer pain into high-quality product signal. You will build strong working relationships with engineers and product teams so escalations are high-context, actionable, and efficient. You will also help raise the bar for how the support function operates: what we measure, how we prioritize, how we review quality, how we onboard junior team members, and how we decide what should be automated versus handled by a human. WHAT WE ARE LOOKING FOR Every candidate and employee’s success at Dust is measured against the same three dimensions: Aptitude, Attitude, and Agency. APTITUDE You have strong technical depth. You are comfortable with APIs, web applications, logs, scripts, and internal tools. You can navigate a codebase, reason through product behavior, and troubleshoot systems without being stopped by a stack trace. You have genuine AI fluency at builder level. You have built agents, automations, workflows, or internal tools using AI systems such as Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, Gemini, or similar platforms. You are not just good at prompting. You understand how to turn AI into operational leverage. You have experience operating at the strategy layer of support, not only at the ticket layer. You have owned or helped shape support systems, support tooling, escalation workflows, deflection strategy, knowledge management, or AI support operations. You can balance technical accuracy with user