Technical Support Engineer, Enterprise

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 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 Mast…