Customer Service Reliability Engineer
hace 2 días
Customer Service Reliability Engineer – Thales Thales provides identity management and data protection solutions at the heart of digital security. As a Customer Service Reliability Engineer (CRE) you will ensure the best customer experience by guaranteeing services reliability from the customer perspective and resolving Incident/Service Requests in the shortest timeframe. Location: Polanco, Mexico City, Mexico – Salary: MX$14,000.00–MX$25,000.00 (full‑time) Responsibilities Manage Incidents/Service requests within Service Level Agreement (SLA), tracking SLA and taking actions in case of deviation. Escalate to SRE or Engineering (L3) incidents/service requests that cannot be resolved. Communicate with customers by keeping them informed about updates related to incidents/service requests on a regular basis. Write Work Instructions / Incident Response Plans for L1, and automate WIs based on alert. Maintain high technical skills on solution/services, be subject matter expert (SME) of selected solution/service. Build and deliver technical webinar to customers and other CRE, work with Solution Designer/Product Owner to build and Customer Success Manager/Customer Reliability Service Manager to plan such webinar. Be customer champion for selected accounts, establish privileged relationship and deep technical understanding for selected accounts, stay up to date on their plans regarding service usage. Provide close support to Customer Reliability Service Manager when it comes to understanding of customer use cases and incidents/service requests. Qualifications & Experience Bachelor's degree in computer science, software engineering, electronics engineering, or related fields. At least 5 years of experience as an Application Engineer or Reliability Engineer facing customers. Public cloud environments knowledge such as AWS or GCP. Database notions (Mongo DB, SQL, Data Dog, Oracle). App development background focus. Fluent in Spanish and English (B2). Position Requirements Mexican citizenship or work permit. Hybrid role, office based in Polanco, Mexico City. Availability to perform on‑call (after hours) shifts once a month. Apply now and join Thales to advance your career in a global environment. #J-18808-Ljbffr
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