Technical Support Expert

Mistral AI

Technical Support Expert resolving complex customer issues for Mistral AI’s expanding operations. Join a collaborative team supporting high-performance AI products and services in the United States.

Posted 6/4/2026full-timeSan Francisco • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

💰 Competitive salary and equity.
🚑 Healthcare: Medical/Dental/Vision covered for you and your family.
👴🏻 Pension : 401K (6% matching)
🏝️ PTO : 18 days
🚗 Transportation: Reimburse office parking charges, or $120/month for public transport
🏀 Sport: $120/month reimbursement for gym membership
🥕 Meal stipend: $400 monthly allowance for meals (solution might evolve as we grow bigger)
🌎 Visa sponsorship
🤝 Coaching: we offer BetterUp coaching on a voluntary basis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Level 2 SupportAPI issuesKnowledge Base ManagementProcess OptimizationFAQ creationTechnical customer supportProblem-solving

Soft Skills

Customer-centric mindsetEmpathyProactive serviceClear communicationFriendly responses

Certifications

Bachelor’s degree