Technical Support Engineer, Enterprise
Remote • Singapore • Full-time
Posted 1mo ago
About the job
Mistral AI is seeking its first Technical Support Engineer in the APAC region to establish and lead the technical support presence. This is a critical role for a highly technical individual capable of independently resolving complex, escalated issues and serving as the primary technical resource for the company's fastest-growing market. The foundational hire will own end-to-end technical support for enterprise and strategic customers, debug advanced issues related to APIs, model behavior, latency, fine-tuning, and infrastructure, and bridge communication between customers, engineering, and product teams. This role requires shaping support processes for APAC's unique needs, reporting to the Lead Customer Support, and demonstrating autonomy, technical depth, and a proactive approach in a high-volume, high-stakes environment.
Responsibilities
- Investigate and resolve complex, escalated technical issues including API failures, model behavior, latency, fine-tuning, and infrastructure.
- Debug and reproduce customer issues, performing code-level analysis of logs and system behavior.
- Manage the full lifecycle of critical support tickets from triage to resolution and post-mortem analysis.
- Serve as the primary technical point of contact for APAC customers, including enterprise accounts.
- Prioritize and manage high-volume support requests during APAC business hours.
- Advocate for regional customer needs in product and engineering discussions.
- Create and maintain advanced technical documentation such as runbooks and debugging guides.
- Train and mentor future APAC support hires as the team expands.
- Automate repetitive tasks to enhance support efficiency.
- Collaborate with Engineering, Product, and Solutions teams to resolve deep technical issues.
- Translate customer feedback into actionable insights for product roadmaps.
- Assist Sales and Pre-Sales teams with technical deep dives for APAC prospects.
- Identify recurring issues and drive permanent solutions through documentation, product changes, or tooling.
- Monitor and alert on regional service health, including latency, errors, and outages.
Requirements
- Bachelor's or Master's degree in Computer Science, Engineering, or a related technical field, or equivalent experience.
- 5+ years of experience in technical support, DevOps, or SRE roles, preferably in SaaS, AI/ML, or cloud platforms.
- Proficiency in hands-on debugging using APIs, logs, tracing (e.g., OpenTelemetry), and performance profiling.
- Ability to write Python, Bash, or similar scripting languages for debugging and automation.
- Deep understanding of cloud infrastructure (AWS/GCP/Azure).
- Solid knowledge of distributed systems, including latency, scalability, and microservices.
- Familiarity with AI/ML concepts such as fine-tuning, inference, and model limitations.
- Experience with support tools like Intercom, Zendesk, or Jira.
- Fluent written and verbal English communication skills, with the ability to engage technical audiences.
- A self-starter mindset with the ability to work independently in a remote, fast-paced setting.
- Experience with LLMs, generative AI, or MLOps is a plus.
- Familiarity with Kubernetes, Docker, or CI/CD pipelines is a plus.
- Proficiency in additional APAC languages (Mandarin, Japanese, Korean) is a plus.
Benefits
- Competitive cash salary
- Equity
- Daily lunch vouchers