Dust
Global Head of Support Engineering (US)
$240K–$350K
New York · On-site · Director · Full-time · Posted Oct 12, 2026
About the job
Leads and builds Dust’s support engineering function, using AI agents, automation, tooling, and customer feedback to resolve difficult cases and prevent recurring issues.
What you'll do
- Set the technical direction and build AI agents, automation workflows, and support tooling.
- Handle complex escalations, investigate root causes, and coach and develop support engineers.
- Turn customer issues into product, engineering, documentation, and support-process improvements.
What they ask for
- Experience defining or significantly shaping a support engineering function, including operating models, standards, hiring, or process redesign.
- Technical ability to read code, analyze logs, navigate codebases, and troubleshoot distributed systems.
- Demonstrated ability to build custom AI agents, automations, or workflows using AI tools.
- People leadership experience coaching and developing engineers.
Pay
$240,000 - $350,000 (currency not stated; compensation type not stated)
Tools
Dust, Cursor, Claude Code, n8n, MCP
AI focus
Build and iterate on support AI agents, automation workflows, classification and knowledge systems, and tools; analyze agent responses and improve prompts, documentation, and tooling to reduce manual support work.
Model-written summary · the original posting is authoritative