Technical Support Engineer (AI)

TL;DR

Technical Support Engineer (AI): Maintaining and ensuring the run of customer applications built by the Solutions team, based on Mistral products, with an accent on technical troubleshooting, incident investigation, and customer communication in a B2B environment. Focus on reproducing complex problems and collaborating with engineering, data, and product teams to ensure swift resolution.

Location: On-site in Marseille, France

Company

hirify.global is democratizing AI through high-performance, optimized, open-source and cutting-edge models, products and solutions.

What you will do

• Handle escalated tickets from enterprise clients via Intercom, focusing on applications and use cases built by the Solutions team, and based on Mistral products.
• Reproduce issues in test environments and diagnose technical problems (e.g., API errors, edge case failures, processing workflows issues).
• Work closely with solutions and engineering teams to escalate, track, and resolve incidents efficiently.
• Provide clear, empathetic, and timely updates to clients and internal stakeholders, ensuring transparency throughout the resolution process.
• Create and update technical FAQs as well as applications’ documentation and troubleshooting guides.
• Identify recurring pain points in customers’ applications and suggest improvements to product, documentation, or support workflows.

Requirements

• 3+ years in technical support, software engineering, or LLMs, with a focus on end-to-end systems.
• Hands-on experience with troubleshooting complex technical issues in enterprise environments.
• Knowledge of AI/ML workflows, data pipelines, and software engineering best practices.
• 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: B2+ required (additional languages are a bonus).

Nice to have

• Experience with both frontend (React, NextJS, VueJS) and backend (Python, FastAPI) software engineering.
• Experience with AI and LLM applications.
• Experience with deployment, scaling, and troubleshooting of applications in Kubernetes clusters using Helm charts.

Culture & Benefits

• Competitive cash salary and equity.
• Daily lunch vouchers.
• Discounted access to gyms and fitness studios.
• Monthly contribution to a mobility pass.
• Full health insurance for you and your family.
• Generous parental leave policy.