Technical Support Expert

Job Description

Job Description

At Mistral AI, we believe in a future where AI is abundant and accessible. 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.

About the role

We are seeking our first hire in the US for an experienced Technical Support Expert to join our Support team. This is a unique opportunity to be part of a growing team where you can take ownership and truly make an impact. In this role, you will drive customer satisfaction by efficiently resolving complex support issues, enhancing knowledge resources, and advocating for customer needs across our technical teams. Reporting directly to our Lead Customer Support, you will have the chance to shape the future of our support operations. Join us and be a pioneer in our US expansion, with ample opportunities for growth and professional development.

What you will do

• Handle Level 2 Support : Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning / batch jobs / features
• Ticket Escalation : Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
• Knowledge Base Management : Build and update FAQs and knowledge resources to empower customer self-service
• Customer Communication : Provide clear, friendly, and proactive responses; follow up as needed,
• Process Optimization : Work with bot and human support to streamline responses and reduce ticket volume
• Customer Focus : Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.

Who you are

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. Our offerings include le Chat, the AI assistant for life and work, and le Plateforme, giving you everything you need to deploy AI solutions with complete control.

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.

What we offer

\uD83D\uDCB0 Competitive cash salary and equity

\uD83D\uDE91 Healthcare : Medical / Dental / Vision covered

\uD83D\uDC74\uD83C\uDFFB 401K : 6% matching

\uD83D\uDEB4 Transportation : Reimburse office parking charges, or $120 / month for public transport\uD83D\uDCA1

Coaching : we offer BetterUp coaching on a voluntary basis

\uD83E\uDD4E Sport : $120 / month reimbursement for gym membership

\uD83E\uDD55 Meal voucher : $400 monthly allowance for meals

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.