Technical Support Expert (Palo Alto)

Technical Support Expert

At Mistral AI, we believe in a future where AI is abundant and accessible. 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 needs, whether on-premises or in cloud environments.

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. Reporting directly to our Lead Customer Support, you will have the chance to shape the future of our support operations. Join us and be a pioneer in our US expansion, with ample opportunities for growth and professional development.

What You Will Do

• Handle Level 2 Support : Manage complex customer issues on Intercom, including latencies, 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

Bachelors degree or equivalent in Business, Communications, or related field

Previous experience in technical customer support rolesProven 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 creationFamiliarity 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

About Mistral

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. Our offerings include le Chat, the AI assistant for life and work, and le Plateforme, giving you everything you need to deploy AI solutions with complete control.

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.

What We Offer