Technical Support Engineer – On-Premise

About Mistral

At Mistral AI, we are a tight-knit, nimble team dedicated to bringing cutting‑edge AI technology to the world. Our mission is to make AI ubiquitous, open, and aligned with European values of privacy and compliance. We are creative, low‑ego, team‑spirited, and passionate about AI innovation. Our teams are distributed across France, the UK, the USA, and Singapore, and we hire talented individuals who thrive in collaborative, fast‑paced environments.

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 democratize AI through high‑performance, optimized, open‑source and cutting‑edge models, products and solutions. Our comprehensive AI platform is designed to meet enterprise as well as personal needs. Our offerings include Le Chat, AI Studio, Mistral Code and Mistral Compute — a suite that brings frontier intelligence to end‑users.

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. See more about our culture on https://mistral.ai/careers

Role Summary

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. This is a unique opportunity to work at the intersection of AI infrastructure, customer success, and technical problem-solving.

Key Responsibilities

Technical Support & Incident Management

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 elevate, 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)

Who you are

Required Experience: 3+ years in technical support, systems administration, or DevOps, with a focus on on‑premise or hybrid infrastructures

Technical Skills: Hands‑on experience with troubleshooting complex technical issues in enterprise environments Knowledge of AI/ML workflows, data pipelines, or high‑performance computing (a strong plus) Familiarity with ticketing systems (Intercom), RGPD compliance, and security best practices

Soft Skil