Technical Support Expert
Mistral AI
ABOUT MISTRAL
Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems—across high-stakes industries like finance, manufacturing, defense, healthcare, and the public sector—co-creating customized AI systems that they can run on their terms.
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 Europe, North America, Asia and the Middle East. We are creative, low-ego and team-spirited.
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
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