Technical Support Engineer – On-Premise · Mistral AI

Fri, 17 Apr 2026 12:47:50 GMT
Engineering

Mistral AI · Paris · onsite
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. 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).