In this role, you will have a deep specialization in Identity and Access Management (IAM) and FedRAMP High/Moderate environments. You will have hands-on experience supporting IAM solutions, including deep familiarity with protocols such as SAML, SSO, LDAP, and WS-Federation. You will have advanced knowledge of Active Directory, Entra ID (Azure AD), and Okta. You will be an expert in troubleshooting synchronization errors, managing complex group membership logic, and overseeing cross-platform identity lifecycle management. You will have experience supporting major SaaS applications, including Office 365, Google Workspace, Salesforce, and Workday. You will have proven ability to isolate and resolve network-layer impediments. You will be skilled in leveraging diagnostic utilities such as Wireshark, Fiddler, and DNS lookup tools to identify root causes. You will have excellent relationship management skills with the ability to remain calm, composed, and articulate during high-pressure customer situations. You will be a quick study with the ability to master new technologies rapidly in a fast-paced environment. You will have strong analytical and organizational skills; comfortable working both as a collaborative teammate and an independent contributor with minimal supervision. You will have a genuine passion for solving complex problems and advocating for customer success.

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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.

Key Responsibilities:

• 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.

Knowledge Sharing & Process Improvement:

• 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.

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:

• 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).

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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.

Key Responsibilities

Technical Support & Incident Management

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. 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?

Directly contribute to the success of enterprise AI solutions and shape the future of AI support. Opportunities for career advancement in support leadership, technical specialization, or customer success. Work with cutting-edge AI technology in a dynamic, mission-driven company. Join a passionate, diverse, and low-ego team that values collaboration and continuous learning. 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

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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.

Key Responsibilities:

Technical Support & Incident Management

• 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.

Knowledge Sharing & Process Improvement

• 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.

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

• 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).

Who you are:

Required Experience: 3+ years in technical support, systems administration, or DevOps, with a focus on on-premise or hybrid infrastructures.

Technical Skills:

• 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.

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 deployments and shape the future of on-premise 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 office) with a focus on work-life balance and professional development.

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