Technical Support Expert

Mistral; San Francisco (CA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and equity

Healthcare coverage

401K with 6% matching

18 days PTO

Transportation reimbursement

Gym membership reimbursement

Monthly meal stipend

Visa sponsorship

BetterUp coaching

Job summary

Mistral is seeking a Technical Support Expert in San Francisco to join their Support team. In this pivotal role, you will manage complex customer issues, enhance knowledge resources, and advocate for customer needs. As part of our expansion, this position offers ample opportunities for growth and professional development.

A Bachelor's degree and previous experience in technical support roles are required. The company offers a competitive salary, healthcare coverage, a pension plan, generous PTO, and additional benefits for fitness, meals, and transportation.

Qualifications

• Previous experience in technical customer support roles.
• Proven track record of resolving complex customer issues.
• Familiarity with tech products and common industry issues.

Responsibilities

• Handle Level 2 Support, managing complex issues on Intercom.
• Escalate technical issues to relevant teams.
• Build and update FAQs and knowledge resources.
• Provide clear and proactive customer communication.
• Work with teams to optimize support processes.

Skills

Customer support platforms (Intercom, Zendesk)

Technical problem solving

Written and verbal communication in English

Cross-functional team collaboration

Knowledge base management

Education

Bachelor’s degree in Business, Communications, or related field

Job description

About the role We are seeking an experienced Technical Support Expert to join our Support team. This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact. In this role, you will drive customer satisfaction by efficiently resolving complex support issues, enhancing knowledge resources, and advocating for customer needs across our technical teams. Reporting directly to our Lead Customer Support, you will have the chance to shape the future of our support operations. Join us and be a pioneer in our US expansion, with ample opportunities for growth and professional development.

What you will do

• Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features.
• Ticket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution).
• Knowledge Base Management: Build and update FAQs and knowledge resources to empower customer self‑service.
• Customer Communication: Provide clear, friendly, and proactive responses; follow up as needed.
• Process Optimization: Work with bot and human support to streamline responses and reduce ticket volume.
• Customer Focus: Maintain a customer‑centric approach, ensuring a positive and efficient experience, especially for mid‑tier paying users.

Who you are

• Bachelor’s degree or equivalent in Business, Communications, or related field.
• Previous experience in technical customer support roles, proven track record of resolving complex customer issues.
• Experience working with cross‑functional teams (e.g., engineering, finance).
• Proficient in customer support platforms (e.g., Intercom, Zendesk).
• Experience with knowledge base management and FAQ creation.
• Familiarity with tech products and common industry issues.
• Strong written and verbal communication skills in English.
• Excellent problem‑solving abilities.
• Customer‑centric mindset with a focus on empathy and proactive service.

Benefits

• Competitive salary and equity.
• Healthcare: Medical/Dental/Vision covered for you and your family.
• Pension: 401K (6% matching).
• PTO: 18 days.
• Transportation: Reimburse office parking charges, or $120/month for public transport.
• Sport: $120/month reimbursement for gym membership.
• Meal stipend: $400 monthly allowance for meals (solution might evolve as we grow bigger).
• Visa sponsorship.
• Coaching: we offer BetterUp coaching on a voluntary basis.

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