mistral - Technical Support Engineer, Enterprise

Singapore - Hybrid1w ago

Requirements

• Bachelor’s or Master’s in Computer Science, Engineering, or related technical field (or equivalent experience). • 5+ years in technical support, DevOps, or SRE roles (SaaS, AI/ML, or cloud platforms preferred). • Hands-on debugging skills: Proficient with APIs, logs, tracing (e.g., OpenTelemetry), and performance profiling. • Coding ability: Comfortable writing Python, Bash, or similar for debugging/automation. • Deep understanding of: • Cloud infrastructure (AWS/GCP/Azure). • Distributed systems (latency, scalability, microservices). • AI/ML concepts (fine-tuning, inference, model limitations). • Experience with support tools: Intercom, Zendesk, Jira, or similar. • Fluent English (written/verbal) with exceptional communication skills for technical audiences. • Self-starter mindset: Ability to work independently in a remote, fast-paced environment. • Experience with LLMs, generative AI, or MLOps. • Familiarity with Kubernetes, Docker, or CI/CD pipelines. • Additional APAC languages (Mandarin, Japanese, Korean). • Recruitment Process • HR Screen (30 min) • Hiring Manager Interview (45 min) – Technical + behavioral • Take-Home Assignment (debugging scenario + customer case study) • Technical Deep Dive (60 min) – Live debugging with Engineering • Value Talk / Culture Fit (30 min) • Recruitment Process • HR Screen (30 min)

Responsibilities

• 🔧 Deep Technical Troubleshooting (L2/L3): • Investigate and resolve complex, escalated issues (e.g., API failures, model hallucinations, latency spikes, fine-tuning misbehaviors, infrastructure bottlenecks). • Reproduce and debug customer issues, including code-level analysis (Python, API calls, logs). • Own the full lifecycle of critical tickets: triage, root-cause analysis, resolution, and post-mortem. • 🚀 APAC Regional Ownership: • Serve as the primary technical contact for APAC customers, including enterprise accounts. • Prioritize and manage high-volume support requests during APAC business hours (SGT, UTC+8). • Advocate for APAC needs in product/engineering discussions (e.g., regional infrastructure, localization). • 📚 Knowledge & Scalability: • Create and maintain advanced technical documentation (runbooks, debugging guides, API best practices). • Train and mentor future APAC hires as the team grows. • Automate repetitive tasks (scripts, tools) to improve efficiency. • 🤝 Cross-Functional Collaboration: • Work closely with Engineering, Product, and Solutions teams to escalate, track, and resolve deep technical issues. • Translate customer pain points into actionable feedback for roadmaps. • Assist Sales/Pre-Sales with technical deep dives for APAC prospects. • 📊 Proactive Improvement: • Identify recurring issues and drive permanent fixes (e.g., docs, product changes, or tooling) • Monitor and alert on regional service health (latency, errors, outages).

Benefits

• Impact: Directly contribute to the success of enterprise AI deployments and shape the future of on-premise support. • Growth: Opportunities for career advancement in support leadership, technical specialization, or customer success. • Innovation: Work with cutting-edge AI technology in a dynamic, mission-driven company. • Team: Join a passionate, diverse, and low-ego team that values collaboration and continuous learning. • Work Environment: Hybrid flexibility (Paris office) with a focus on work-life balance and professional development. • 🥕 Daily lunch vouchers : Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company • 🥎 Sport : Enjoy discounted access to gyms and fitness studios through our Wellpass partnership • 🚴 Transportation : Monthly contribution to a mobility pass via Betterway • 🧑‍⚕️ Health : Full health insurance for you and your family • 🍼 Parental : Generous parental leave policy • 🌎 Visa sponsorship • 🤝 Coaching: we offer BetterUp coaching on a voluntary basis • By applying, you agree to our Applicant Privacy Policy. • 🌎 Visa sponsorship