Mistral AI - Technical Support Engineer
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Requirements
• Experience: 3+ years in technical support, software engineering, or LLMs, with a focus on end-to-end systems. • Hands-on experience with troubleshooting complex technical issues in enterprise environments. • Knowledge of AI/ML workflows, data pipelines, and software engineering best practices. • Familiarity with ticketing systems (Intercom), RGPD compliance, and security best practices. • Exceptional problem-solving and analytical skills. • Strong written and verbal communication in French and English (additional languages are a bonus). • Ability to explain technical concepts clearly to non-technical stakeholders. • Customer-obsessed, with a passion for delivering high-quality support. • Collaborative, able to work effectively in a distributed, fast-paced team. • Curious and adaptable, with a willingness to learn and master new technologies.
Responsibilities
• Technical Support & Incident Management • Frontline Investigation: Handle escalated tickets from enterprise clients via Intercom, focusing on applications and use cases built by our Solutions team, and based on Mistral products (eg. Mistral Studio, Document AI). • Root Cause Analysis: Ask the right questions to gather context, reproduce issues in test environments, and diagnose technical problems (e.g., API errors, edge case failures, processing workflows issues). • Cross-Team Collaboration: Work closely with solutions and engineering teams to escalate, track, and resolve incidents efficiently. • Proactive Communication: Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process. • Knowledge Sharing & Process Improvement • Documentation: Create and update technical FAQs as well as applications’ documentation and troubleshooting guides • Feedback Loop: Identify recurring pain points in customers’ applications and suggest improvements to product, documentation, or support workflows. • Customer-Centric Approach • Empathy & Ownership: Maintain a customer-first mindset, ensuring clients feel heard and supported, even in high-pressure situations. • Solution-Oriented: Proactively propose workarounds, fixes, or process optimizations to enhance the customer experience and reduce incident resolution time. • Technical Expertise • Full-Stack Engineering: Experience with both frontend (React, NextJS, VueJS) and backend (Python, FastAPI) software engineering. • AI Engineering: Experience with AI and LLM applications. • (bonus) Kubernetes/Helm: Experience with deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm charts. • Tooling: Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics).
Benefits
• Impact: Directly contribute to the success of enterprise AI solutions and shape the future of AI 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 or Marseille 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
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