Technical Support Engineer, Enterprise

About the Role

We are hiring our first Technical Support Engineer in APAC to build and lead our technical support presence in the region. This is a high-impact role for a deeply technical individual (L2/L3) who can independently tackle complex, escalated issues and become the go-to technical resource for our fastest-growing market.

Role Summary

As the foundational hire for APAC, you will:

• Own the end-to-end technical support for enterprise and strategic customers in the region.
• Debug, reproduce, and resolve advanced issues (APIs, model behavior, latency, fine-tuning, infrastructure).
• Bridge the gap between customers, engineering, and product teams to drive regional success.
• Shape support processes tailored to APAC’s unique needs (time zones, languages, use cases).

Key Responsibilities

Deep Technical Troubleshooting (L2/L3)

• Investigate and resolve complex, escalated issues (e.g., API failures, model hallucinations, latency spikes, fine-tuning misbehaviors, infrastructure bottlenecks).
• Reproduce and debug customer issues, including code-level analysis (Python, API calls, logs).
• Own the full lifecycle of critical tickets: triage, root-cause analysis, resolution, and post-mortem.

APAC Regional Ownership

• Serve as the primary technical contact for APAC customers, including enterprise accounts.
• Prioritize and manage high-volume support requests during APAC business hours (SGT, UTC+8).
• Advocate for APAC needs in product/engineering discussions (e.g., regional infrastructure, localization).

Knowledge & Scalability

• Create and maintain advanced technical documentation (runbooks, debugging guides, API best practices).
• Train and mentor future APAC hires as the team grows.
• Automate repetitive tasks (scripts, tools) to improve efficiency.

Cross-Functional Collaboration

• Work closely with Engineering, Product, and Solutions teams to escalate, track, and resolve deep technical issues.
• Translate customer pain points into actionable feedback for roadmaps.
• Assist Sales/Pre-Sales with technical deep dives for APAC prospects.

Proactive Improvement

• Identify recurring issues and drive permanent fixes (e.g., docs, product changes, or tooling).
• Monitor and alert on regional service health (latency, errors, outages).

Who You Are

Required

• Bachelor’s or Master’s in Computer Science, Engineering, or related technical field (or equivalent experience).
• 5+ years in technical support, DevOps, or SRE roles (SaaS, AI/ML, or cloud platforms preferred).
• Hands-on debugging skills: Proficient with APIs, logs, tracing (e.g., OpenTelemetry), and performance profiling.
• Coding ability: Comfortable writing Python, Bash, or similar for debugging/automation.
• Deep understanding of:
• Cloud infrastructure (AWS/GCP/Azure).
• Distributed systems (latency, scalability, microservices).
• AI/ML concepts (fine-tuning, inference, model limitations).
• Experience with support tools: Intercom, Zendesk, Jira, or similar.
• Fluent English (written/verbal) with exceptional communication skills for technical audiences.
• Self-starter mindset: Ability to work independently in a remote, fast-paced environment.

Nice to Have

• Experience with LLMs, generative AI, or MLOps.
• Familiarity with Kubernetes, Docker, or CI/CD pipelines.
• Additional APAC languages (Mandarin, Japanese, Korean).

Recruitment Process

• HR Screen (30 min)
• Hiring Manager Interview (45 min) – Technical + behavioral
• Take-Home Assignment (debugging scenario + customer case study)
• Technical Deep Dive (60 min) – Live debugging with Engineering
• Value Talk / Culture Fit (30 min)

Why Join Mistral AI?

• Impact: Directly contribute to the success of enterprise AI deployments and shape the future of on-premise support.
• Growth: Opportunities for career advancement in support leadership, technical specialization, or customer success.
• Innovation: Work with cutting-edge AI technology in a dynamic, mission-driven company.
• Team: Join a passionate, diverse, and low-ego team that values collaboration and continuous learning.
• Work Environment: Hybrid flexibility (Paris office) with a focus on work-life balance and professional development.

What We Offer

• Competitive cash salary and equity
• Daily lunch vouchers: Swile meal vouchers with 10,83€ per worked day, incl 60% offered by company
• Sport: Enjoy discounted access to gyms and fitness studios through our Wellpass partnership
• Transportation: Monthly contribution to a mobility pass via Betterway
• Health: Full health insurance for you and your family
• Parental: Generous parental leave policy
• Visa sponsorship
• Coaching: we offer BetterUp coaching on a voluntary basis