Mistral· Engineering & Infra· Paris
Technical Support Engineer – On-Premise
Classified Tasks (18)
Automate 0%Augment 67%Human-Only 33%
Augment (12)
AI assists, human decides
Handle escalated support tickets from on-premise enterprise clients via Intercom.
operational
Gather contextual information by asking targeted questions for each incident.
communication
Provide clear and timely updates to clients and internal stakeholders throughout the resolution process.
communication
Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles.
communication
Identify recurring pain points in on-premise deployments and propose improvements to product, documentation, or support workflows.
analytical
Propose workarounds, fixes, or process optimizations to reduce incident resolution time.
analytical
Deploy, scale, and troubleshoot Kubernetes and Helm-based deployments.
technical
Configure and troubleshoot Linux and Windows servers.
technical
Manage and troubleshoot networking, virtualization, and storage components.
technical
Deploy and troubleshoot solutions on cloud providers such as AWS, GCP, and Azure.
technical
Track and document incident resolution progress, outcomes, and post-incident actions.
administrative
Implement improvements to support operations based on incident trends and client feedback.
operational
Human-Only (6)
Requires human judgment
Investigate on-premise infrastructure and AI-related incidents including deployment, performance, integration, and security issues.
technical
Reproduce complex issues in test environments.
technical
Diagnose technical problems across systems, networks, storage, GPU clusters, and AI models.
technical
Collaborate with engineering, deployment, data, and product teams to escalate, track, and resolve incidents.
operational
Configure and troubleshoot firewalls and security settings and ensure RGPD/GDPR compliance in deployments.
technical
Reproduce and investigate incidents involving GPU clusters and AI model behavior.
technical
Job description
About Mistral At Mistral AI, we are a tight-knit, nimble team dedicated to bringing cutting-edge AI technology to the world. Our mission is to make AI ubiquitous, open, and aligned with European values of privacy and compliance. We are creative, low-ego, team-spirited, and passionate about AI innovation. Our teams are distributed across France, the UK, the USA, and Singapore, and we hire talented individuals who thrive in collaborative, fast-paced environments. We believe in the power of AI to simplify tasks, save time, and enhance learning and creativity. Our technology is designed to integrate seamlessly into daily working life. We democratize AI through high-performance, optimized, open-source and cutting-edge models, products and solutions. Our comprehensive AI platform is designed to meet enterprise as well as personal needs. Our offerings include Le Chat, AI Studio, Mistral Code and Mistral Compute — a suite that brings frontier intelligence to end-users. 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 France, USA, UK, Germany and Singapore. We are creative, low-ego and team-spirited. Join us to be part of a pioneering company shaping the future of AI. Together, we can make a meaningful impact. See more about our culture on https://mistral.ai/careers . Role Summary We are seeking a Technical Support Engineer - On-Premise Infrastructure to join our Support team in France. This role is ideal for someone who excels at technical troubleshooting, incident investigation, and customer communication in a B2B environment. As a key member of the support team, you will be responsible for handling escalated technical issues from on-premise enterprise clients, reproducing complex problems, and collaborating with engineering, data, and product teams to ensure swift resolution. You will report directly to the Head of Support, and play a critical role in maintaining customer satisfaction and improving our support operations. This is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving. Key Responsibilities Technical Support & Incident Management • Frontline Investigation : Handle escalated tickets from enterprise clients via Intercom, focusing on on-premise infrastructure and AI-related issues (e.g., deployment, performance, integration, security). • Root Cause Analysis : Ask the right questions to gather context, reproduce issues in test environments, and diagnose technical problems (systems, networks, storage, GPU clusters, AI models). • Cross-Team Collaboration : Work closely with engineering, and deployment teams to escalate, track, and resolve incidents efficiently. • Proactive Communication : Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process. Knowledge Sharing & Process Improvement • Documentation : Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles to empower self-serve/L1 team and reduce recurrence of issues. • Feedback Loop : Identify recurring pain points in on-premise deployments and suggest improvements to product, documentation, or support workflows. Customer-Centric Approach • Empathy & Ownership : Maintain a customer-first mindset, ensuring clients feel heard and supported, even in high-pressure situations. • Solution-Oriented : Proactively propose workarounds, fixes, or process optimizations to enhance the customer experience and reduce incident resolution time. Technical Expertise • On-Premise & Cloud Environments: Deep understanding of Linux/Windows servers, networking, virtualization, storage, security (firewalls, RGPD compliance), and cloud providers (AWS, GCP, Azure). • Kubernetes/Helm: Experience with deployment, scaling, and troubleshooting