Technical Support Engineer – On-Premise

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. 

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. 

• 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 escalate, track, and resolve incidents efficiently.

• Proactive Communication: Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process.

• 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.

• 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.

• 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).

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

• 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.

• Exceptional problem-solving and analytical skills.

• Strong written and verbal communication in French and English (additional languages are a bonus).

• Ability to explain technical concepts clearly to non-technical stakeholders.

• Customer-obsessed, with a passion for delivering high-quality support.

• Collaborative, able to work effectively in a distributed, fast-paced team.

• Curious and adaptable, with a willingness to learn and master new technologies.

• 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.

💰 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