# Technical Support Engineer – On-Premise

**Company**: Mistral AI
**Location**: Paris
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q119718658

**Apply**: https://jobs.lever.co/mistral/f00a13aa-61f1-4c56-993c-20846adc2b15?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6f25b435-69f

## Description

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.

Key Responsibilities:

* 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 of applications in Kubernetes clusters using Helm charts.
* Terraform: Familiarity with Infrastructure as Code (IaC) for managing cloud resources is a strong plus.
* AI Infrastructure: Knowledge of AI/ML pipelines, LLM/RAG deployments, GPU acceleration, and data storage solutions for enterprise clients.
* Tooling: Proficiency in Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics).

## Skills

### Required
- Linux/Windows servers
- Networking
- Virtualization
- Storage
- Security
- Kubernetes/Helm
- Terraform
- AI/ML pipelines
- LLM/RAG deployments
- GPU acceleration
- Data storage solutions
- Intercom
- Monitoring tools
- Scripting (Bash/Python)
- Diagnostic utilities

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/mistral/f00a13aa-61f1-4c56-993c-20846adc2b15?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)