Technical Support Expert

Mistral•San Francisco, CA

About The Position

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 creative, low-ego and team-spirited 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. 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.

Requirements

Bachelor’s degree or equivalent in Business, Communications, or related field
Previous experience in technical customer support roles
Proven 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 creation
Familiarity 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

Responsibilities

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.