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Support-as-product role where you own the AI workflows that handle tickets — you run escalations, then build the systems that make those escalations.
San Francisco
Full time
On-site
GTM / Customer Experience
Work is being rewritten, and the people holding the pen are the ones who actually run it.
We call them AI operators: the employees inside companies who build, deploy, and run AI agents for their teams, without waiting for someone to hand them a tool. Dust is the platform they choose to rewire how their company works.
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 serving great customers like Datadog, 1Password, Cursor, Clay, and Persona, and aim to x5 our growth by the end of 2026.
Dust is backed by Sequoia 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.
At Dust, we're coining the term AI Operator: someone who rethinks and rebuilds company processes around AI. Not "how can AI help us do this faster?" but _"if AI existed from day one, would we even do this the same way?"_
The AI Support Engineer applies this mindset to Support. You’ll split your time between running support (handling complex issues when agents fall short) and building the AI systems that reduce that workload over time. Support at Dust is not a cost center, it’s a product. Success is measured by eliminating categories of tickets, not just resolving them.
You will define, ship, and continuously iterate on the infrastructure that lets Dust deliver a world-class support experience at scale: AI agents, automation workflows, classification systems, knowledge systems, and tooling built on top of Dust itself. You will dogfood the product harder than almost anyone at the company.
This is a builder-first support role. You’re not just resolving issues, you’re designing the systems that prevent them.
You:
If you've come from a company that treats support as strategic and you've spent time building support tooling rather than just using it, this role was written with you in mind.
We're prioritizing building our team with an in-person culture at our offices in Paris and San Francisco, because we value the magic that happens when talented people work closely together.
The models are powerful enough. What's missing is the product layer where AI meets how companies actually work. That's what we're building: the infrastructure that lets any team turn scattered knowledge and tools into coordinated execution with agents they build, own, and run themselves.
We use Dust ourselves every day. We get to shape how humans and agents collaborate while solving our own problems with the product we ship. That loop is rare, and it's why we move fast.
_Even if you don't check every box in our requirements, we encourage you to apply. We value diverse perspectives and backgrounds, and we're more interested in your potential and passion than a perfect match to our checklist._