Global Head of Support Engineering (Paris)

Paris. Posted a month ago

The role

You will own how Support is built and scaled at Dust by designing AI agents, automation workflows, and tooling. You will lead the technical direction for the support stack and manage the support engineering team.

What you will do

Set the technical direction for the support stack
Design, ship, and maintain AI agents and automation workflows
Identify and engineer out recurring issue categories through automation and documentation
Build and maintain tooling like MCP integrations and internal scripts
Define and own the Support as a Product backlog
Hire, onboard, and develop support engineers
Handle the hardest escalated customer cases
Investigate complex issues across logs and code to identify root causes
Synthesize and prioritize customer signal for engineering and product teams
Build working relationships with engineers and customer-facing teams

Required qualifications

Function-building experience defining or shaping a support engineering function
High technical aptitude in reading code, analyzing logs, and troubleshooting distributed systems
AI fluency at builder level with a track record of building custom agents or workflows
Exceptional prioritization skills
People leadership experience coaching and developing engineers
Bidirectional communication skills
Build/Run mindset
Builder mentality
Resilience-empathy paradox
Ability to lead by example
Ability to thrive in ambiguity
Low ego, team player

Benefits

Competitive compensation based on level and experience
Significant equity package
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

About the company

Dust empowers AI Operators at fast-moving companies to rewire how work gets done using enterprise-grade governance and flexible model choice. The company is backed by Sequoia and serves customers like Datadog and 1Password.