Technical Support Expert

About the role

Technical Support Expert About Mistral Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems—across high-stakes industries like finance, manufacturing, defense, healthcare, and the public sector—co-creating customized AI systems that they can run on their terms. 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 Europe, North America, Asia and the Middle East. We are creative, low-ego and team-spirited. The Role We are seeking 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. What We're Looking For • Bachelor’s degree or equivalent in Business, Communications, or related field • Previous experience in technical customer support rolesProven track record of resolving complex customer issues • Experience working with cross-functional teams (e.g., engineering, finance)Proficient in customer support platforms (e.g., Intercom, Zendesk) • Experience with knowledge base management and FAQ creationFamiliarity with Tech products and common industry issues • Strong written and verbal communication skills in English • Excellent problem-solving abilities • Customer-centric mindset with a focus on empathy and proactive service What We Offer We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance. Benefits vary by country and may include healthcare coverage, parental leave, retirement plans, relocation support, wellness programs, meal and transportation allowances, and other location-specific perks. For the most up-to-date details on benefits available in your location, please refer to our Benefits page. Privacy Policy Your privacy matters to us. You can learn more about how we handle your personal data in our Applicant Privacy Policy. San Francisco

Key responsibilities

• check_circleCollaborate with the team on day-to-day project tasks
• check_circleLearn tools and processes used by the organization
• check_circleDocument work and participate in team meetings
• check_circleSupport quality checks and continuous improvement

Requirements

• check_circleHandle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features
• check_circleTicket Escalation: Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
• check_circleKnowledge Base Management: Build and update FAQs and knowledge resources to empower customer self-service
• check_circleCustomer Communication: Provide clear, friendly, and proactive responses; follow up as needed,
• check_circleProcess Optimization: Work with bot and human support to streamline responses and reduce ticket volume
• check_circleCustomer Focus: Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.
• check_circleBachelor’s degree or equivalent in Business, Communications, or related field
• check_circlePrevious experience in technical customer support rolesProven track record of resolving complex customer issues
• check_circleExperience working with cross-functional teams (e.g., engineering, finance)Proficient in customer support platforms (e.g., Intercom, Zendesk)
• check_circleExperience with knowledge base management and FAQ creationFamiliarity with Tech products and common industry issues
• check_circleStrong written and verbal communication skills in English
• check_circleExcellent problem-solving abilities

Skills & keywords

Benefits & perks

• check_circleMentorship
• check_circleCertificate of completion
• check_circleFlexible work arrangement where applicable