Dust
AI Support Engineering Lead (US)
New York
Sponsorship not specified$240k-$350kDetected 4 days ago
LinuxDatadogRESTAgentic AILeadershipCommunicationCollaboration
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odds of building a lasting career here
55Sponsors, lottery-bound
Cap-exempt (no lottery)0
Sponsors this role65
Entry-level history0
PERM / green-card track0
Lottery odds (Level IV)94
Fits your clock70
Sponsors, but it's cap-subject — you still face the weighted lottery (~61% per draw at Level IV). Good if you win; have a cap-exempt backup on your list.
Lottery odds assume a STEM candidate.
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About the role
- ABOUT DUST Work is being rewritten, and the people holding the pen are the ones who actually run it.
- 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.
Responsibilities
- Set the technical direction for the support stack: what gets automated, in what order, and to what standard. You make the calls, not just the builds.
- 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.
- Build and maintain tooling (MCP integrations, Dust agents, internal scripts) that increase the team's capacity without increasing headcount.
- Define and own the "Support as a Product" backlog. You decide what goes on it, coach the team to execute it, and hold the bar on what shipped means.
- Hire, onboard, and develop the support engineers around you. You're not just resolving tickets and building systems, you're growing the people who will.
- Represent support at the engineering and product level. You synthesize signal, prioritize it, and push it through with enough context that it actually moves things, not just relays it.
- Build strong working relationships with engineers and customer-facing teams to ensure efficient, high-context escalations.
- Own the feedback loop end-to-end: when agents fail due to missing or incorrect information, close the gap across engineering, product, and documentation.
- As our AI Support Engineering Lead, you'll own how Support is built and scaled at Dust.
- Over time, you'll help grow the team and shape how Support Engineering operates as Dust scales.
Requirements
- Exceptional prioritization: You know what to solve immediately, what to automate, what to escalate, and, critically, what to delegate and to whom.
- Resilience-empathy paradox: You can absorb customer frustration without taking it personally while still deeply caring about the user experience.
- Exceptional prioritization: You know what to solve immediately, what to automate, and what to escalate.
Skills
- High technical aptitude:
- comfortable reading code, analyzing logs, navigating codebases, and troubleshooting distributed systems.
- AI fluency at builder level:
- Exceptional prioritization:
- People leadership:
- Bidirectional communication:
- can translate technical concepts to non-technical audiences and speak technical language fluently with engineers.
- Build/Run mindset:
- Builder mentality:
- Resilience-empathy paradox:
- Leads by example:
- Thrives in ambiguity:
Benefits
- Significant equity package at a Sequoia-backed startup
- Health benefits for you and your dependents
Company info
- We're serving great customers https://dust.tt/customers like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026.
- Investigate complex issues across logs, code, and internal tooling to identify root causes and provide clear answers to customers.
- At Dust, we're building for a new kind of AI Operator:
- Our product constitution, https://blog.dust.tt/a-first-version-of-our-product-constitution/ a story about our mission
This listing is sourced directly from Dust's careers page and normalized into a canonical job model.