Senior AI Support Engineer (Paris)

The role

You will design, build, and improve AI-powered systems to scale support. You will investigate complex customer issues and shape the overall support strategy by turning customer pain into product feedback.

What you will do

• Design, build, and improve AI-powered systems for ticket classification, routing, and response drafting
• Identify and engineer out recurring issues from the support queue
• Investigate complex customer issues across logs, code, and product behavior
• Handle escalated cases with precision and judgment
• Debug AI-generated responses by improving prompts, workflows, and knowledge sources
• Translate repeated customer pain into high-quality product signal
• Build working relationships with engineering and product teams
• Define support metrics, prioritization, and quality review processes

Required qualifications

• Strong technical depth with APIs, web applications, logs, scripts, and internal tools
• Ability to navigate a codebase and troubleshoot systems
• Genuine AI fluency at builder level using platforms like Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, or Gemini
• Experience operating at the strategy layer of support
• Ability to communicate bidirectionally with customers, engineers, and leadership
• Several years of experience close to technical support, support engineering, AI tooling, or support systems ownership

Nice to have

• Built or led an AI-powered support function
• Designed support agents, internal copilots, escalation workflows, or deflection systems
• Owned technical support tooling, support operations, or automation at a fast-growing software company
• Worked as a senior support engineer, technical support engineer, developer support engineer, support ops engineer, solutions engineer, or implementation engineer
• Built a support product, internal platform, AI startup, or automation-heavy support system
• Operated in a high-volume environment

Benefits

• Competitive compensation
• Significant equity package
• Substantial relocation support up to 10k€ including apartment hunting and visa support
• Health insurance for you and your dependents
• New MacBook Pro or Linux machine, monitor, keyboard, and equipment
• Beautiful office in the heart of Paris
• Opportunity to travel to the US multiple times a year
• Regular team events and offsites

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.