Every candidate and employee’s success at Dust is measured against the same three dimensions: Aptitude, Attitude, and Agency.
You have strong technical depth. You are comfortable with APIs, web applications, logs, scripts, and internal tools. You can navigate a codebase, reason through product behavior, and troubleshoot systems without being stopped by a stack trace.
You have genuine AI fluency at builder level. You have built agents, automations, workflows, or internal tools using AI systems such as Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, Gemini, or similar platforms. You are not just good at prompting. You understand how to turn AI into operational leverage.
You have experience operating at the strategy layer of support, not only at the ticket layer. You have owned or helped shape support systems, support tooling, escalation workflows, deflection strategy, knowledge management, or AI support operations.
You can balance technical accuracy with user experience. You care about whether the customer understood the answer, whether the product pain was addressed, and whether the issue will happen again.
You are able to communicate bidirectionally: clearly enough for customers, technically enough for engineers, and strategically enough for leadership.
You combine resilience with empathy. This is a front-line role, and customer frustration is often direct and unfiltered. You do not take it personally, but you do take it seriously.
You are proactive rather than reactive. You do not wait for a perfect problem statement from the customer. You investigate, infer, clarify, and anticipate what they may need next.
You have strong prioritization judgment. You know what needs an immediate human response, what can be automated, what should be escalated, and what should become product feedback.
You are comfortable setting boundaries. You do not say yes to everything, and you can explain tradeoffs clearly in a way that builds trust rather than eroding it.
You care about the craft of support. You see support as a product experience, not a back-office function.
You turn patterns into systems. When you see the same issue twice, you start asking whether it should exist at all.
You go deep before escalating. You investigate as far as you reasonably can, so that when you involve engineering or product, they receive a clear problem statement, relevant evidence, and a useful recommendation.
You build without waiting for permission. If you see a gap in the support system, you are excited to prototype, test, and ship a better version.
You continuously improve your own workflows. You treat your time, your tools, and your operating system as things worth debugging.
You extract product opportunities from customer interactions. You do not let support signal disappear into a solved ticket. You close the loop.