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Global Head of Support Engineering (Paris)

Dust· Customer Experience
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Paris€100k - €160kFull-timePosted 3mo ago

About the role

Leading the design, delivery, and continuous improvement of Dust's Support Engineering function. Owns how Support is built and scaled, leads the development of AI agents, automation, tooling, and knowledge systems, and grows the team to handle increasing customer needs as Dust scales.

Responsibilities

  • Set the technical direction for the support stack: what gets automated, in what order, and to what standard.
  • Design, ship, and maintain AI agents and automation workflows that reduce manual support load: ticket classification, acknowledgment automation, response drafting, incident detection, and proactive user outreach.
  • Identify recurring categories of issues and engineer them out of existence through automation, documentation, prompt iteration, or product feedback.
  • Build and maintain tooling (MCP integrations, Dust agents, internal scripts) that increase the team's capacity without increasing headcount.
  • Define and own the "Support as a Product" backlog. You decide what goes on it, coach the team to execute it, and hold the bar on what shipped means.
  • Hire, onboard, and develop the support engineers around you.
  • Set the standard for how complex issues get handled at Dust, take the hardest tickets yourself.
  • Investigate complex issues across logs, code, and internal tooling to identify root causes and provide clear answers to customers.
  • Handle escalated cases with precise, accessible communication for both technical and non-technical audiences.
  • Systematically analyze agent-generated responses for inconsistencies and iterate on prompts, documentation, and tooling until human intervention is minimal.
  • Represent support at the engineering and product level; synthesize signal, prioritize it, and push it through with enough context to move things.
  • Build strong working relationships with engineers and customer-facing teams to ensure efficient escalations.
  • Own the feedback loop end-to-end: close gaps when agents fail due to missing or incorrect information.

Qualifications

  • Function-building experience: defined or significantly shaped a support engineering function, built operating model, set standards, hired into the team, or rebuilt processes from scratch.
  • High technical aptitude: comfortable reading code, analyzing logs, navigating codebases, troubleshooting distributed systems.
  • AI fluency at builder level: track record of building custom agents, automations, or workflows using AI tools (Dust, Cursor, Claude Code, n8n, etc.).
  • Exceptional prioritization: ability to determine what to solve immediately, what to automate, what to escalate, and what to delegate.
  • People leadership: coached and developed engineers, set expectations, and raised team performance.
  • Bidirectional communication: translate technical concepts to non-technical audiences and speak technician-language fluently with engineers.
  • Build/Run mindset: design systems that prevent issues from recurring, not just resolve them.

Skills

Required:Technical leadershipAI agent developmentSystem design for support stackPeople management

Benefits

  • Competitive compensation based on level and experience (100,000€ - 160,000€)
  • Significant equity package at a Sequoia-backed startup
  • Health benefits for you and your dependents
  • New MacBook Pro or Linux machine, monitor, keyboard, etc.
  • Opportunity to travel between Paris and San Francisco offices
  • Regular team events and off-sites
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Dust

Accelerate your entire organization with custom AI agents

The way we work is changing. Break down knowledge silos and amplify team performance with data-augmented, customizable and secure AI agents.

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