Technical Support Engineer (Paris)
- 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.
- 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.
- 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
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