Customer Experience Engineer

hace 1 semana

Xico, México Thales A tiempo completo

At Thales, we are committed to delivering innovative solutions that secure the digital world. As a Customer Experience Engineer, you will play a critical role in ensuring the reliability and quality of our services, which are trusted by over 30,000 organizations worldwide.

**Key Responsibilities**

We are seeking a highly skilled and experienced professional to join our team as a Customer Experience Engineer. The successful candidate will be responsible for:

  • Managing incidents and service requests within agreed service level agreements (SLAs), tracking SLA performance and taking corrective actions as needed.
  • Escalating complex incidents or service requests to our Site Reliability Engineering (SRE) team or Engineering team for resolution.
  • Communicating with customers to keep them informed about the status of incidents or service requests, providing regular updates and ensuring transparency throughout the process.
  • Developing and maintaining work instructions and incident response plans to ensure efficient and effective resolution of incidents.
  • Creating technical notes and knowledge articles to support customers and internal teams in using our services effectively.
  • Maintaining a high level of technical expertise on our solutions and services, serving as a subject matter expert (SME) for selected areas.
  • Designing and delivering technical webinars to customers and internal teams, working closely with our Solution Designers and Product Owners to develop content and with our Customer Success Managers to plan and execute the webinars.
  • Building and maintaining strong relationships with key customers, acting as a customer champion and providing technical guidance and support to help them achieve their goals.
  • Deploying customer-specific changes after obtaining approval from our Change Approval Board.
  • Implementing and maintaining service level indicators, dashboards, and customer-specific alerts to track performance and improvement plans.
  • Monitoring customer activity through dashboards, tracking key metrics such as success rates, enrollment percentages, and conversion rates.
  • Providing close support to our Customer Reliability Service Manager in understanding customer use cases and incident/service request resolution.
  • Scaling up or down to meet customer business needs, as required.
  • Leading root cause analysis (RCA) efforts when necessary, working closely with our SRE team to identify and resolve issues.
  • Participating in post-mortem analyses and contributing to RCA efforts.
  • Translating internal RCA findings into external RCA reports, publishing them in a timely manner as required by our service agreements.
  • Reviewing repeated incidents or known errors with our Product Owners and Service Reliability Engineers to identify opportunities for improvement.
  • Raising product/service improvement requests to our Product Owners and SRE team.
  • Working on-call to provide 24/7 support to customers, escalating incidents to our L1 team as needed.

**Requirements**

To be successful in this role, you will need:

  • A bachelor's degree in Computer Science, Software Engineering, or a related field.
  • Intermediate to advanced English fluency.
  • At least 5 years of experience in a similar role, such as Customer Reliability Engineer or Site Reliability Engineer.
  • Mandatory experience with cloud environments like AWS or GCP.
  • Java is preferred, but not required.
  • Knowledge of databases (MongoDB) and SQL queries (MS-SQL Server and Oracle).
  • Experience with front-end development languages, such as Angular, JavaScript, XAML, and styling with CSS, Bootstrap, and Material Design.
  • Mandatory experience in Linux and a good understanding of IT security principles (PKI).
  • Experience with Shell Scripting, Python, Terraform is a plus.
  • Knowledge and experience with Splunk, Confluence/Jira, and Snow is a plus.
  • Strong team player with a proven track record of taking ownership of projects and delivering results.
  • Well-organized with strong attention to detail, excellent verbal and written communication skills.

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