Technical Support Engineer - Use Cases
Marseille • Full-time
Posted 4mo ago
About the job
Mistral AI is seeking a Technical Support Engineer - Use Cases to join our Support team. This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment. You will be responsible for maintaining and ensuring the run of customer applications, handling escalated technical issues from enterprise clients, reproducing complex problems, and collaborating with engineering, data, and product teams for swift resolution. This is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving, reporting directly to the Head of Support.
Responsibilities
- Handle escalated tickets from enterprise clients, focusing on applications and use cases built on Mistral products.
- Gather context, reproduce issues in test environments, and diagnose technical problems.
- Collaborate with solutions and engineering teams to escalate, track, and resolve incidents.
- Provide clear, empathetic, and timely updates to clients and internal stakeholders.
- Create and update technical FAQs, application documentation, and troubleshooting guides.
- Identify recurring customer pain points and suggest improvements to product, documentation, or support workflows.
- Maintain a customer-first mindset and propose workarounds or fixes to enhance customer experience.
Requirements
- 3+ years in technical support, software engineering, or LLMs, with a focus on end-to-end systems.
- Hands-on 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.
- Exceptional problem-solving and analytical skills.
- Strong written and verbal communication in French and English.
- Ability to explain technical concepts clearly to non-technical stakeholders.
- Experience with frontend (React, NextJS, VueJS) and backend (Python, FastAPI) software engineering.
- Experience with AI and LLM applications.
- Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities.
Benefits
- Competitive cash salary and equity
- Daily lunch vouchers
- Discounted access to gyms and fitness studios
- Monthly contribution to a mobility pass
- Full health insurance for you and your family
- Generous parental leave policy
- Visa sponsorship
- Coaching on a voluntary basis