Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
About the Role
We are seeking 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.
Responsibilities
- Handle Level 2 Support: Manage complex customer issues on Intercom, including latences, errors (API issues), Fine tuning/batch jobs/features
- Escalate technical, financial, or solution-specific issues to the relevant teams (Engineering, Finance, Solution)
- Build and update FAQs and knowledge resources to empower customer self-service
- Provide clear, friendly, and proactive responses; follow up as needed
- Work with bot and human support to streamline responses and reduce ticket volume
- Maintain a customer-centric approach, ensuring a positive and efficient experience, especially for mid-tier paying users.
Requirements
- Bachelor’s degree or equivalent in Business, Communications, or related field
- Previous experience in technical customer support roles
- Proven 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 creation
- Familiarity 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
Skills
- Intercom
- Zendesk
- Knowledge base management
- FAQ creation
- Problem-solving
Location
- US
Work Type
- Full-time
Experience Level
- Experienced
Education Level
- Bachelor's degree or equivalent
Benefits
- Healthcare coverage
- Parental leave
- Retirement plans
- Relocation support
- Wellness programs
- Meal and transportation allowances
About the Company
- 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.