Support Engineer [Freelance or Full Time]

We're creating a

new AI operating system that has the potential to change the way companies operate . Our mission at Dust is to

transform how work gets done

by letting any team and employee shape the exact agents they need to accelerate their jobs.

With 70%+ weekly active users, people stick with Dust as much as they do with Slack and Notion. We already are a core part of their jobs.

We're at an exciting stage of our journey—and growing fast.

We're serving great customers like Cursor, Clay, Whatnot, and Persona, and aim to x6 our growth by the end of 2025.

Dust is a Sequoia-backed company with an experienced and determined team of optimists (coming from companies like Stripe or OpenAI) that like to focus on users, getting great things done by shipping fast, and doesn’t take itself too seriously while doing so.

The role The

Customer Success

team at Dust partners with our customers to transform how they work with AI. We're looking for a

Support Engineer

to work alongside our support agents to deliver fast, precise, and delightful user experiences. Your responsibilities will center on three pillars:

quality assurance

of agent-generated responses until the vast majority require minimal human intervention,

knowledge gap closure

by ensuring missing information is systematically documented, and

debugging

issues through to a well-defined hypothesis. You will define what AI Agentic support looks like in practice.

What you'll do

Delight our users issues:

Investigate issues across historical patterns, logs, code, and our back-office tooling. Develop hypotheses, identify root causes, and provide clear answers.

Quality assurance of conversations:

Systematically analyze agent responses for inconsistencies, redundancies, and ambiguities. Continuously iterate on prompts, documentation, and tooling until human intervention is minimal.

Knowledge gap identification and closure:

When the agent fails due to missing or incorrect information in documentation, code, or internal resources, ensure the appropriate stakeholders document the missing knowledge. Maintain accountability for closing gaps through persistent, collaborative follow-up.

Inbox coverage:

Handle complex cases escalated by the agent. Produce responses that are simple, legible, obvious, short, and self-explanatory.

Function development:

Contribute to the tooling, automations, and prompt engineering that improve agent performance. The objective is a single, elegant system capable of handling the majority of support interactions.

Requirements

Excellent

communication skills

in English and French to effectively engage with a diverse range of users, from various backgrounds.

Technical debugging capability:

Proficiency in reading code, analyzing logs, and investigating technical issues. Full engineering expertise is not required, but comfort navigating a codebase is a must-have.

Analytical precision:

Demonstrated ability to identify inconsistencies, edge cases, and ambiguities that others overlook. A systematic approach to problem identification and resolution.

Collaborative persistence:

Ability to drive knowledge documentation and process improvements across teams. Effective at maintaining accountability while preserving collaborative relationships.

Documentation skills:

Capacity to produce documentation and responses that are concise, precise, and accessible to both technical and non-technical audiences.

Curiosity, eagerness to learn, and adaptability

with a flair for elegant solutions to first-of-a-kind problems. Robust prioritization and multitasking skills to manage multiple customers simultaneously while building organizational infrastructure as an early team member.

High level of

ownership and initiative

with a "doer attitude". Ability to operate alongside demanding users in an emerging field, driving outcomes effectively.

Benefits & Compensation

Competitive compensation: €50K - €80K base salary - We can go higher for outstanding profiles.

We offer substantial support for relocation, including a stipend up to €10k, finding an apartment in Paris, and supporting you with all residence and work permit-related procedures.

Significant equity package in a Sequoia-backed startup

Health insurance for you and your dependents

Beautiful office in the heart of Paris

Opportunity to travel to the US multiple times a year

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