We are seeking a Technical Support Engineer - On-Premise Infrastructure 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.
\nAs 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.
\nKey Responsibilities:
\nKnowledge Sharing & Process Improvement:
\nCustomer-Centric Approach:
\nTechnical Expertise:
\nXML job scraping automation by YubHub
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\nAs 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.
\nThis is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving.
\nKey Responsibilities:
\nTechnical Support & Incident Management
\n• 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).
\n• 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).
\n• Cross-Team Collaboration: Work closely with engineering, and deployment teams to escalate, track, and resolve incidents efficiently.
\n• Proactive Communication: Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process.
\nKnowledge Sharing & Process Improvement
\n• Documentation: Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles to empower self-serve/L1 team and reduce recurrence of issues.
\n• Feedback Loop: Identify recurring pain points in on-premise deployments and suggest improvements to product, documentation, or support workflows.
\nCustomer-Centric Approach
\n• Empathy & Ownership: Maintain a customer-first mindset, ensuring clients feel heard and supported, even in high-pressure situations.
\n• Solution-Oriented: Proactively propose workarounds, fixes, or process optimizations to enhance the customer experience and reduce incident resolution time.
\nTechnical Expertise
\n• On-Premise & Cloud Environments: Deep understanding of Linux/Windows servers, networking, virtualization, storage, security (firewalls, RGPD compliance), and cloud providers (AWS, GCP, Azure).
\n• Kubernetes/Helm: Experience with deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm charts.
\n• Terraform: Familiarity with Infrastructure as Code (IaC) for managing cloud resources is a strong plus.
\n• AI Infrastructure: Knowledge of AI/ML pipelines, LLM/RAG deployments, GPU acceleration, and data storage solutions for enterprise clients.
\n• Tooling: Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics).
\nWho you are:
\nRequired Experience: 3+ years in technical support, systems administration, or DevOps, with a focus on on-premise or hybrid infrastructures.
\nTechnical Skills:
\n• Hands-on experience with troubleshooting complex technical issues in enterprise environments.
\n• Knowledge of AI/ML workflows, data pipelines, or high-performance computing (a strong plus).
\n• Familiarity with ticketing systems (Intercom), RGPD compliance, and security best practices.
\nSoft Skills:
\n• Exceptional problem-solving and analytical skills.
\n• Strong written and verbal communication in French and English (additional languages are a bonus).
\n• Ability to explain technical concepts clearly to non-technical stakeholders.
\nMindset:
\n• Customer-obsessed, with a passion for delivering high-quality support.
\n• Collaborative, able to work effectively in a distributed, fast-paced team.
\n• Curious and adaptable, with a willingness to learn and master new technologies.
\nWhy Join Mistral AI?
\n• Impact: Directly contribute to the success of enterprise AI deployments and shape the future of on-premise support.
\n• Growth: Opportunities for career advancement in support leadership, technical specialization, or customer success.
\n• Innovation: Work with cutting-edge AI technology in a dynamic, mission-driven company.
\n• Team: Join a passionate, diverse, and low-ego team that values collaboration and continuous learning.
\n• Work Environment: Hybrid flexibility (Paris office) with a focus on work-life balance and professional development.
\nXML job scraping automation by YubHub
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