# Technical Support Engineer, Enterprise

**Company**: Mistral AI
**Location**: Singapore, SG
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: Competitive cash salary and equity
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q119718658

**Apply**: https://jobs.lever.co/mistral/c0c530e5-7224-4ff7-a105-2c932af73bb3?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_e1422812-b0a

## Description

## 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

## Skills

### Required
- Python
- APIs
- logs
- tracing
- performance profiling
- cloud infrastructure
- distributed systems
- AI/ML concepts
- support tools
- Intercom
- Zendesk
- Jira

### Nice to have
- LLMs
- generative AI
- MLOps
- Kubernetes
- Docker
- CI/CD pipelines
- Mandarin
- Japanese
- Korean

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/mistral/c0c530e5-7224-4ff7-a105-2c932af73bb3?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)