Senior AI Support Engineer (Paris)
Paris • FullTime
Posted 8mo ago
About the job
Dust is seeking a Senior AI Support Engineer to redefine world-class support in an AI-native company. This role goes beyond ticket resolution, focusing on owning and improving the systems, agents, workflows, and feedback loops that enhance support scalability and efficiency. You will be instrumental in transforming recurring customer pain points into durable solutions, including better agents, documentation, internal tooling, and sharper product feedback. The ideal candidate possesses strong technical instincts, a deep user-centric mindset, and a proven ability to build support systems that transform team operations. This is a senior individual contributor role for someone excited about leveraging AI to create operational leverage and improve the customer experience.
Responsibilities
- Design, build, and improve AI-powered systems for customer support, including agents for classification, auto-acknowledgement, response drafting, routing, incident detection, knowledge retrieval, and escalation.
- Identify and engineer out recurring customer issues by building better agents, improving documentation, creating internal tools, refining workflows, writing scripts, or escalating product feedback.
- Measure the impact of built systems on user experience, instrumenting and iterating until visible improvements are achieved.
- Investigate and resolve complex customer issues across logs, code, internal tooling, product behavior, and agent outputs.
- Handle escalated cases with precision, communicating clearly with both technical and non-technical users.
- Debug AI-generated responses by improving prompts, knowledge sources, workflows, routing, tooling, and escalation paths.
- Help define Dust's support strategy, focusing on the full customer support loop from customer experience to product learning.
- Translate repeated customer pain into high-quality product signal and build strong relationships with engineering and product teams for efficient escalations.
- Raise the operational bar for the support function by defining metrics, prioritization, quality reviews, onboarding, and automation strategies.
Requirements
- Strong technical depth, comfortable with APIs, web applications, logs, scripts, and internal tools.
- Ability to navigate codebases, reason through product behavior, and troubleshoot systems.
- Genuine AI fluency at a builder level, with experience building agents, automations, workflows, or internal tools using AI platforms like Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, Gemini, or similar.
- Experience operating at the strategy layer of support, not just the ticket layer, including owning or shaping support systems, tooling, escalation workflows, deflection strategy, knowledge management, or AI support operations.
- Ability to balance technical accuracy with user experience, ensuring customer understanding and addressing product pain.
- Bidirectional communication skills, clear enough for customers and technical enough for engineers.