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.
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.
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.
- (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).
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