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Mistral is a full-stack AI company providing frontier models, developer tools, applications, and compute infrastructure. They partner with enterprises across finance, manufacturing, defense, healthcare, and the public sector to co-create customized AI systems.
You will join the Support team as a Technical Support Expert, reporting directly to the Lead Customer Support. This role focuses on Level 2 technical support, handling complex customer issues and driving customer satisfaction through efficient resolution and proactive communication.
Key responsibilities include:
- Managing complex customer support tickets on Intercom, addressing latency issues, API errors, fine-tuning problems, batch jobs, and feature-related questions
- Escalating technical, financial, or solution-specific issues to Engineering, Finance, and Solution teams as needed
- Building and maintaining FAQs and knowledge base resources to enable customer self-service
- Providing clear, friendly, and proactive customer communication with appropriate follow-up
- Collaborating with bot and human support teams to optimize processes and reduce ticket volume
- Maintaining a customer-centric approach with emphasis on positive experiences for mid-tier paying users
You should have a Bachelor's degree in Business, Communications, or related field, with proven experience in technical customer support roles. You'll need demonstrated ability to resolve complex issues, experience working cross-functionally with engineering and finance teams, and proficiency with support platforms like Intercom or Zendesk. Knowledge base management and FAQ creation experience is important, along with familiarity with technical products and common industry issues. Strong written and verbal English communication, excellent problem-solving abilities, and a customer-centric mindset with empathy are essential.
