Technical Support Engineer, Enterprise

About Mistral

Mistral provides full-stack AI solutions: from frontier models to developer tools, applications, and compute. We partner with enterprises tackling the hardest problems—across high-stakes industries like finance, manufacturing, defense, healthcare, and the public sector—co-creating customized AI systems that they can run on their terms.

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 Europe, North America, Asia and the Middle East. We are creative, low-ego and team-spirited.

Role Summary

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.

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).

This role reports to the Lead Customer Support and requires autonomy, technical depth, and a proactive mindset to scale support in a high-volume, high-stakes environment.

Location : Singapore-based (hybrid/remote with occasional on-site collaboration).

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

We offer a comprehensive benefits package designed to support your well-being, growth, and work-life balance. Benefits vary by country and may include healthcare coverage, parental leave, retirement plans, relocation support, wellness programs, meal and transportation allowances, and other location-specific perks.

For the most up-to-date details on benefits available in your location, please refer to our Benefits page .

Privacy Policy

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