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 general environment.
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📌 Customer Service Reliability Engineer (México)
🏢 Thales
📍 México
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