# Technical Support Expert

**Company**: Mistral AI
**Location**: San Francisco
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q119718658

**Apply**: https://jobs.lever.co/mistral/44b62020-456f-4e96-bbf7-34526390a41e?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_58dc95d6-4e3

## Description

About Mistral AI

At Mistral AI, 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 are a dynamic team passionate about AI and its potential to transform society. Our diverse workforce thrives in competitive environments and is committed to driving innovation.

About the Role

We are seeking our first hire in the US for 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.

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.

Who You Are

- 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

What We Offer

- 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

## Skills

### Required
- Intercom
- Zendesk
- Knowledge base management
- FAQ creation
- Tech products
- Customer support platforms

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/mistral/44b62020-456f-4e96-bbf7-34526390a41e?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)