Technical Support Expert

About Mistral

Mistral delivers comprehensive AI solutions, spanning cutting-edge models, developer tools, applications, and compute. They collaborate with enterprises addressing challenging problems in high-impact sectors including finance, manufacturing, defense, healthcare, and the public sector. The company co-develops tailored AI systems that clients can operate independently.

The team is innovative, collaborative, and passionate about AI's transformative potential, consisting of diverse members working across Europe, North America, Asia, and the Middle East. They value creativity, humility, and teamwork.

Role Overview

Mistral seeks an experienced Technical Support Expert to join their Support team. This role offers significant responsibility and influence, including managing complex support cases, expanding knowledge resources, and representing customer interests within technical teams. Reporting to the Lead Customer Support, this position is pivotal in the U.S. expansion, offering growth and development opportunities.

Key Responsibilities

• Manage Level 2 customer support inquiries on platforms like Intercom, specifically addressing latency, API errors, fine-tuning, batch jobs, and feature issues.
• Escalate technical, financial, or solution-specific challenges to appropriate departments such as Engineering, Finance, or Solutions teams.
• Create and maintain comprehensive FAQs and knowledge base articles to facilitate customer self-service.
• Engage in clear, friendly, and proactive communication with customers, ensuring timely follow-ups.
• Collaborate with both automated bots and human agents to optimize support processes, aiming to reduce ticket volumes.
• Maintain a customer-focused approach, emphasizing positive and efficient service, especially for mid-tier paying clients.

Qualifications and Skills

• Bachelor's degree or an equivalent qualification in Business, Communications, or a related discipline.
• Proven experience in technical customer support roles with a record of resolving complex issues.
• Experience collaborating with cross-functional teams, including engineering and finance departments.
• Proficiency with customer support software such as Intercom and Zendesk.
• Background in managing knowledge bases and developing FAQs.
• Understanding of technology products and typical industry challenges.
• Excellent written and verbal communication skills in English.
• Strong analytical and problem-solving capabilities.
• Customer-centric mindset with emphasis on empathy and proactive service delivery.

Benefits

The company provides a comprehensive benefits package tailored to employee health, growth, and work-life quality. Benefits differ by region and may include healthcare, parental leave, retirement plans, relocation assistance, wellness programs, meal and transport subsidies, among other location-specific advantages. For detailed, current information on benefits per location, candidates are encouraged to consult the company’s Benefits page.

Privacy Commitment

Mistral is committed to protecting personal data and invites candidates to review its Applicant Privacy Policy to understand data handling practices.