Customer Service Reliability Engineer

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

As a Customer Reliability Engineer (CRE) you will ensure the best customer experience by assuring services reliability from customer eyes and making sure Incident/Service Requests are

resolved in the shortest timeframe.You will guarantee overall service quality and health by closing the loop with feedbacks to the PO & SRE regarding service issues and improvements. Improve service adoption and customer success by ensuring customers are getting the most from our Cloud Services.

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 the updates related to Incidents/Service requests on a regular basis.
• Write Work Instructions/IncidentResponse Plans for L1, automate WI 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 Ownerto build and Customer Success Manager/Customer Reliability Service Managerto plan such webinar.
• Be Customer Champion for selected accounts, establish privileged relationship and deeper technical understanding for selected accounts, stay up to date on their plans regarding service usage.
• Provide close support to Customer Reliability Service Managerwhen 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 customer.
• Public cloud environments knowledge such as AWS or GCP.
• Data base 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.

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