About Dust

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 at an exciting stage of our journey, and growing fast.

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. The Generalist named us among the Future 50.

TLDR

Dust is building the AI operating system that transforms how companies work, already used weekly by 70%+ of our customers' teams. We're looking for a Support Engineer to define what AI-native support looks like in practice.

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

• Resolve 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 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

• Significant equity package at a Sequoia-backed startup

• Health benefits for you and your dependents

• New MacBook Pro or Linux machine, monitor, keyboard, etc.

• Opportunity to travel to the EU multiple times a year

• Regular team events and off-sites

Location

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.

Why Dust

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.

If you're excited about defining a new category and want to join a determined team of optimists who focus on users, ship fast, and don't take themselves too seriously, we'd love to talk.

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.

Learn how we think and work.

• Our product constitution, a story about our mission

• Agents at work - Latent Space, podcast with our cofounder, Stanislas Polu, 2024

• LLMs reasoning and agentic capabilities over time - dotAI, podcast with our cofounder, Stanislas Polu, 2024