Technical Support Engineer - Use Cases

Mistral; Marseille; Sur place; EUR 60 000 - 90 000; Plein temps

Avantages offerts par ce poste

Daily lunch vouchers

Sport facilities

Transportation

Health insurance

Parental leave

Visa sponsorship

Coaching

Résumé du poste

Mistral AI is seeking a Technical Support Engineer - Use Cases to join our Support team in France. This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment.

You will maintain and ensure the run of applications built by our Solutions team, reproducing complex problems and collaborating with engineering, data, and product teams to resolve swiftly.

Qualifications

• 3+ years in technical support, software engineering, or LLMs, with a focus on end-to-end systems.
• Experience 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.

Responsabilités

• Frontline Investigation: handle escalated tickets from enterprise clients via Intercom for applications and use cases built by Solutions team.
• Root Cause Analysis: reproduce issues in test environments and diagnose technical problems.
• Cross-Team Collaboration: work with solutions and engineering teams to escalate, track, and resolve incidents.
• Proactive Communication: provide clear, empathetic updates to clients and internal stakeholders.
• Documentation: create and update technical FAQs and troubleshooting guides.
• Feedback Loop: identify recurring pain points and suggest improvements to product or support workflows.
• Empathy & Ownership: maintain a customer-first mindset and own the resolution process.
• Solution-Oriented: propose workarounds, fixes or process optimizations.
• Technical Expertise: leverage Full-Stack experience and AI/LLM knowledge.

Connaissances

React

NextJS

VueJS

Python

FastAPI

Intercom

Bash

Outils

Kubernetes

Helm

Description du poste

About Mistral

At Mistral AI, we believe in the power of AI to simplify tasks, save time, and enhance learning and creativity. Our technology is designed to integrate seamlessly into daily working life.

We democratize AI through high-performance, optimized, open-source and cutting-edge models, products and solutions. Our comprehensive AI platform is designed to meet enterprise needs, whether on-premises or in cloud environments. Our offerings include le Chat, the AI assistant for life and work.

We are a dynamic, collaborative team passionate about AI and its potential to transform society.

Our diverse workforce thrives in competitive environments and is committed to driving innovation. Our teams are distributed between France, USA, UK, Germany and Singapore. We are creative, low-ego and team-spirited.

Join us to be part of a pioneering company shaping the future of AI. Together, we can make a meaningful impact. See more about our culture on mistral.ai/careers.

Role Summary

We are seeking a Technical Support Engineer - Use Cases to join our Support team in France. This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment. While our Solutions team build custom solutions for our customers, you will be in charge of maintaining and ensure the run of these applications. As a key member of the support team, you will be responsible for handling escalated technical issues from our enterprise clients, reproducing complex problems, and collaborating with engineering, data, and product teams to ensure swift resolution. You will report directly to the Head of Support, and play a critical role in maintaining customer applications, enhancing their satisfaction and improving our support operations.

This is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving.

Key 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 (e.g. 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).

Who you are

Required

Experience: 3+ years in technical support, software engineering, or LLMs, with a focus on end-to-end systems.

Technical Skills

• 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.

Soft Skills

• 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.

Mindset

• 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.

Why Join Mistral AI?

• 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.

What we offer

Salary: competitive cash salary and equity

Salary details available on request.

Benefits include: daily lunch vouchers, sport, transportation, health insurance, parental leave, visa sponsorship, and coaching on a voluntary basis. Details will be provided during the interview process.

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