Technical Support Lead

**About Dust**:
**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 are at an exciting stage of our journey. We‘ve raised our Series A, expanded in the US, and hit the $1m and $2m ARR milestones in 2024; we aim to x5 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.

**This role**:
**Responsibilities**:

- ** Technical and Community Support**: Provide timely and accurate support to users, leading troubleshooting efforts and guiding them to optimal solutions based on a deep understanding of Large Language Models, the Dust platform architecture, and common use cases.
- ** Technical Education**: Create high-quality, engaging technical content that empowers users to fully leverage the Dust platform. This includes identifying technical content needs, writing detailed guides, FAQs, and building our e-learning platform’s technical modules from scratch.
- ** Support Process Design & Optimization**: Design, implement, and continuously improve support processes, workflows, and escalation protocols to ensure timely resolution of complex technical issues and maintain high customer satisfaction.
- ** Incident & Problem Management**: Lead incident response for critical technical issues, working closely with engineering and product teams to ensure rapid resolution, root cause analysis, and clear communication with affected users.
- ** Product Feedback Loop**: Lead efforts to gather and analyze user feedback on technical issues to identify pain points and suggest actionable improvements to the product and engineering teams.

This position will start as an individual contributor role with strong growth potential as the company scales. You'll work hands-on providing technical support and creating educational content while helping build the support infrastructure from the ground up, offering excellent opportunities to expand your expertise and responsibilities alongside Dust's growth.

**Requirements**:

- ** Proven experience in technical customer support,** ideally in a SaaS or technology-driven environment.
- ** Strong technical troubleshooting and analytical skills,** with the ability to guide your team in diagnosing and resolving complex platform or integration issues.
- ** Experience designing, implementing, and optimizing support processes** and escalation workflows to deliver efficient, high-quality support at scale.
- ** Excellent communication skills,** both written and verbal, with a talent for translating complex technical issues into accessible language for different audiences.
- ** Empathy for users and a commitment to customer satisfaction,** balanced with an understanding of business objectives and priorities.
- ** Ability to represent the company’s brand and values** in all user interactions and technical content.
- ** Collaborative mindset** and working style.
- ** Ability to balance user advocacy with company objectives,** making sound decisions even when priorities compete.

**Location**:
We're prioritizing building our team with an in-person culture at our offices in Paris and San Francisco, valuing the magic that happens when talented people work closely together.

**Why Dust**:
We're not building yet another enterprise SaaS tool. We’re creating an AI OS that will fundamentally change how companies operate. We believe existing AI models are powerful enough to have a tremendous impact on the world (and will keep getting better) - the key is building the infrastructure so that they have context and explore the best interfaces for humans to interact with them.

We have the unique opportunity to explore and shape the way humans interact with machines while working on a product we use ourselves every day.

If you're excited about crafting products that reinvent B2B software and want to join a team that combines the best of startup culture with the backing of top-tier investors, 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

Compensation Range: €50K -