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 co