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Global Head of Support Engineering (US)

Dust· Customer Experience
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New York$240k - $350kFull-timePosted 3mo ago

About the role

Lead and shape Dust's Support Engineering function, owning the design, build, and scale of AI-driven support systems. Combine hands-on technical leadership with people management to reduce manual work, improve tooling, and drive product improvements based on customer and agent feedback.

Responsibilities

  • - Set the technical direction for the support stack, determining what gets automated and the standards to meet.
  • Design, ship, and maintain AI agents and automation workflows that reduce manual support load (e.g., ticket classification, acknowledgment automation, response drafting, incident detection, proactive outreach).
  • - Identify recurring issue categories and engineer them out via automation, documentation, prompt iteration, or product feedback.
  • - Build and maintain tooling (MCP integrations, Dust agents, internal scripts) to increase capacity without headcount.
  • - Define and own the
  • Backlog: Support as a Product

Qualifications

  • - Function-building experience shaping a support engineering function (operating model, standards, hiring, rebuilding processes).
  • - High technical aptitude with comfort reading code, analyzing logs, troubleshooting distributed systems.
  • - AI fluency at builder level (building custom agents/automations/workflows using AI tools).
  • - Exceptional prioritization and ability to decide what to automate, escalate, or delegate.
  • - People leadership experience coaching engineers and raising performance.
  • - Bi-directional communication translating technical concepts to non-technical audiences.
  • - Build/Run mindset to prevent issues through systems.

Skills

Required:Function-building experienceTechnical aptitudeAI fluency (builder level)PrioritizationPeople leadership

Benefits

  • - Competitive compensation based on level and experience
  • - Significant equity package at a Sequoia-backed startup
  • - Health benefits for you and 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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