Technical Support Engineer | Mistral AI · Teeming.ai
Mistral AI
Frontier AI. In your hands.
We believe in a future where AI is abundant and accessible. We aspire to empower the world to build with—and benefit from—the most significant technology of our…
Frontier AI. In your hands.
We believe in a future where AI is abundant and accessible. We aspire to empower the world to build with—and benefit from—the most significant technology of our…
This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment
Experience: 3+ years in technical support, systems administration, or DevOps, with a focus on on-premise or hybrid infrastructures
Hands-on experience with troubleshooting complex technical issues in enterprise environments
Knowledge of AI/ML workflows, data pipelines, or high-performance computing (a strong plus)
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 (additional languages are a bonus)
Ability to explain technical concepts clearly to non-technical stakeholders
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
What the job involves
Benefits
Competitive bonus structure
Equity
Opportunities for professional growth and development
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We are seeking a Technical Support Engineer - On-Premise Infrastructure to join our Support team in France
As a key member of the support team, you will be responsible for handling escalated technical issues from on-premise 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 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
Frontline Investigation: Handle escalated tickets from enterprise clients via Intercom, focusing on on-premise infrastructure and AI-related issues (e.g., deployment, performance, integration, security)
Root Cause Analysis: Ask the right questions to gather context, reproduce issues in test environments, and diagnose technical problems (systems, networks, storage, GPU clusters, AI models)
Cross-Team Collaboration: Work closely with engineering, and deployment 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
Documentation: Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles to empower self-serve/L1 team and reduce recurrence of issues
Feedback Loop: Identify recurring pain points in on-premise deployments and suggest improvements to product, documentation, or support workflows
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
On-Premise & Cloud Environments: Deep understanding of Linux/Windows servers, networking, virtualization, storage, security (firewalls, RGPD compliance), and cloud providers (AWS, GCP, Azure)
Kubernetes/Helm: Experience with deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm charts
Terraform: Familiarity with Infrastructure as Code (IaC) for managing cloud resources is a strong plus
AI Infrastructure: Knowledge of AI/ML pipelines, LLM/RAG deployments, GPU acceleration, and data storage solutions for enterprise clients
Tooling: Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics)
