Technical Support Engineer - Use Cases

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 https://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 (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).

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

💰 Competitive cash salary and equity

🥕 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