Technical Support Engineer – On-Premise

OverviewAbout Mistral AI: 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. We are creative, low-ego and team-spirited. Join us to be part of a pioneering company shaping the future of AI. See more about our culture on https://mistral.ai/careers.Role SummaryWe 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.ResponsibilitiesTechnical Support & Incident Management: 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: Gather context, reproduce issues in test environments, and diagnose technical problems (systems, networks, storage, GPU clusters, AI models)Cross-Team Collaboration: Work with engineering and deployment teams to escalate, track, and resolve incidents efficientlyProactive Communication: Provide clear, empathetic, and timely updates to clients and internal stakeholdersKnowledge Sharing & Process ImprovementDocumentation: Create and update technical FAQs, troubleshooting guides, and internal knowledge base articles to empower self-serve/L1 support and reduce recurrence of issuesFeedback Loop: Identify recurring pain points in on-premise deployments and suggest improvements to product, documentation, or support workflowsCustomer-Centric ApproachEmpathy & Ownership: Maintain a customer-first mindset, ensuring clients feel heard and supported, even in high-pressure situationsSolution-Oriented: Proactively propose workarounds, fixes, or process optimizations to improve the customer experience and reduce incident resolution timeTechnical ExpertiseOn-Premise & Cloud Environments: Linux/Windows servers, networking, virtualization, storage, security (firewalls, RGPD compliance), and cloud providers (AWS, GCP, Azure)Kubernetes/Helm: Deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm chartsTerraform: Familiarity with Infrastructure as Code (IaC) for managing cloud resources is a strong plusAI Infrastructure: Knowledge of AI/ML pipelines, LLM/RAG deployments, GPU acceleration, and data storage solutions for enterprise clientsTooling: Intercom, monitoring tools, scripting (Bash/Python), and diagnostic utilities (logs, performance metrics)RequirementsExperience: 3+ years in technical support, systems administration, or DevOps, with a focus on on-premise or hybrid infrastructuresTechnical Skills: Hands-on experience with troubleshooting complex technical issues in enterprise environments; knowledge of AI/ML workflows, data pipelines, or high-performance computing is a plus; familiarity with ticketing systems (Intercom), RGPD compliance, and security best practicesSoft Skills: Excellent problem-solving and analytical abilities; strong written and verbal communication in French and English (additional languages a bonus); ability to explain technical concepts clearly to non-technical stakeholdersMindset: Customer-obsessed, collaborative in a distributed, fast-paced team; curious and adaptable with a willingness to learn and master new technologiesWhy Join Mistral AI?Impact: Contribute to enterprise AI deployments and shape the future of on-premise supportGrowth: Opportunities for career advancement in support leadership, technical specialization, or customer successInnovation: Work with cutting-edge AI technology in a dynamic, mission-driven companyTeam: Join a passionate, diverse, low-ego team that values collaboration and continuous learningWork Environment: Hybrid flexibility (Paris office) with a focus on work-life balance and professional developmentWhat We OfferCompetitive cash salary and equityDaily lunch vouchers: Swile meal vouchers with 10.83€ per worked day, 60% offered by companySport: Discounted access to gyms and fitness studiosTransportation: Monthly contribution to a mobility passHealth: Full health insurance for you and your familyParental: Generous parental leave policyVisa sponsorshipCoaching: BetterUp coaching on a voluntary basisWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. #J-18808-Ljbffr