Customer Reliability Engineer
hace 1 semana
Customer Reliability Engineer (CRE) – Hybrid (Mexico City). Full‑time position focused on ensuring excellent customer experience by maintaining service reliability and resolving incidents and service requests promptly. Position Summary Thales is looking for a Customer Reliability Engineer (CRE) who ensures the best customer experience by assuring service reliability from customers' perspective and making sure Incident / Service Requests are resolved in the shortest timeframe. The CRE ensures overall service quality and health by closing the loop with feedback to PO & SRE regarding service issues and improvements. Key Areas of Responsibility Manage Incidents / Service requests within SLA, track SLA, and take actions in case of deviation. Communicate with customers by keeping them informed about updates related to Incidents / Service requests on a regular basis. Maintain high technical skills on solutions and services, be a Subject Matter Expert (SME) of selected solution / service. Be a Customer Champion for selected accounts; establish privileged relationships and deeper technical understanding for selected accounts and stay up to date on their plans regarding service usage. Deploy Customer's specific changes upon CAB approval. Implement and maintain SLI, dashboards, and Customer's specific alerts to follow performance / improvement plans. Follow‑up Customer activity through dashboards (% of success, % of enrollment, % of conversion, etc.). Provide close support to CRSM when it comes to the understanding of customer use cases and Incidents / Service requests. Scale up / down to meet customer business needs (if possible at CRE level or raise the need to SRE). Work on‑call to provide L1 escalation support. Minimum Qualifications 5–8 years of experience working in 2nd‑level tech support with equipment, datacenters, cloud or similar technologies. Advanced English level (conversational). Availability to work night shifts and weekends. Knowledge of integration processes and software languages. Experience with cloud technologies, programming languages (Java, Python), containers (Docker, Git), monitoring tools, databases. Strong communicator and negotiator, analytical, results‑oriented, customer‑oriented, with strong time management, autonomy, honesty, empathy, and a focus on helping customers and ensuring their satisfaction. What We Offer Elective Health and Dental plans. Company‑paid holidays, vacation days, and paid sick leave. Company‑provided Life Insurance. Extensive benefits program for all full‑time employees working 30 or more hours per week and their eligible dependents. Mobility policy enabling career development at home and abroad. Flexibility as a smarter way of working. Say hi and learn more about working at Thales. Great journeys start here. Apply now #J-18808-Ljbffr
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