Senior AI Support Engineer (US)

ABOUT DUST Work is being rewritten, and the people holding the pen are the ones who actually run it. Dust is the multiplayer AI platform for human-agent collaboration. It gives companies a shared workspace where teams can build, deploy, and manage AI agents connected to their company knowledge, tools, and workflows. With enterprise-grade governance, flexible model choice, and a collaborative interface for humans and agents to work together, Dust empowers AI Operators at the world’s fastest-moving companies to rewire how work gets done. 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 at an exciting stage of our journey, and growing fast. We're serving great customers https://blog.dust.tt/tag/customer-stories/ like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026. Dust is backed by Sequoia https://techcrunch.com/2024/06/27/dust-grabs-another-16-million-for-its-enterprise-ai-assistants-connected-to-internal-data/ 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. The Generalist named us among the Future 50 https://www.linkedin.com/posts/dust-tt_were-honored-to-be-recognized-on-the-generalists-activity-7359284343929741313-Rq04. ABOUT THE ROLE 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 Senior 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. WHAT YOU'LL DO Build the AI systems that do the work - Design, ship, and maintain AI agents and automation workflows that reduce manual support load: think 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. - Contribute to the evolving "Support as a Product" backlog. You will own tasks with shipped/doing/todo statuses like a product engineer, not a queue operator. Run support when the systems fall short - 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 Bridge customer pain to product improvements - Translate recurring customer issues into product signal that engineering and product teams can act on - Build strong working relationships with engineers to ensure efficient, high-context escalations - Own the feedback loop: when agents fail due to missing or incorrect information, close the gap across engineering, product, and documentation REQUIREMENTS Every candidate and employee's success is measured against the same 3 dimensions