{"id":3059373,"url":"https://alion.io/job/thales-group-customer-service-reliability-engineer-2","title":"Customer Service Reliability Engineer","company":{"id":143,"name":"Thales Group","domain":"thalesgroup.com","url":"https://alion.io/company/thales","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":83,"open_postings":266,"ghost_share":0.015,"stale_share":0.635,"repost_share":0.015,"time_to_fill_p50_days":49,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":35000,"max_usd":78000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":8444},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"GCP","optional":false},{"name":"MongoDB","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2025-02-04T00:00:00Z","employer_posted_date":"2025-02-04","last_verified_at":"2026-11-03T16:37:38Z","board_verified":true,"closed_at":null,"days_open":637,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":637},"description":"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 \nresolved 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.\nResponsibilities\nManage Incidents/Service requests within Service Level Agreement (SLA), tracking SLA and taking actions in case of deviation.\nEscalate to SRE or Engineering (L3) Incidents/Service requests that cannot be resolved.\nCommunicate with customers by keeping them informed about the updates related to Incidents/Service requests on a regular basis.\nWrite Work Instructions/IncidentResponse Plans for L1, automate WI based on alert.\nMaintain high technical skills on solution/services, be Subject Matter Expert (SME) of selected solution/service.\nBuild 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.\nBe 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.\nProvide close support to Customer Reliability Service Managerwhen it comes to understanding of customer use cases and Incidents/Service requests.\nQualifications & Experience\nBachelor´s degree in computer science, software engineering, electronics engineering, or related fields. \nAt least 5 years of experience as an Application Engineer or Reliability Engineer facing customer. \nPublic cloud environments knowledge such as AWS or GCP.\nData base notions (Mongo DB, SQL, Data Dog, Oracle).\nApp development background focus.\nFluent in Spanish and English (B2). \nPosition Requirements\nMexican citizenship or work permit.\n Hybrid role, office based in Polanco, Mexico City.\nAvailability to perform on-call (after hours) shifts once a month. \nSay HI and learn more about working at Thales (Click Here)\nAt Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!","description_format":"text","description_chars":3188,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Satellite Manufacturing","Electronic Warfare","Avionics & Flight Control"],"lifecycle":[{"event":"open","at":"2026-10-22T05:41:16Z"}],"visa":[],"liveness":{"score":4,"band":"cold","label":"Long shot","p_open":1,"p_active":0.151,"p_room":0.28,"age_days":637,"expected_fill_days":49,"reasons":["conf:0","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-03T05:54:40Z"},"pay":null,"html_url":"https://alion.io/job/thales-group-customer-service-reliability-engineer-2","json_url":"https://alion.io/job/thales-group-customer-service-reliability-engineer-2.json","meta":{"generated_at":"2026-11-03T18:03:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":25171,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-04T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":143},"rest":"https://alion.io/mcp/rest/get_company?id=143"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthales-group-customer-service-reliability-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthales-group-customer-service-reliability-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthales-group-customer-service-reliability-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/thales-group-customer-service-reliability-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthales-group-customer-service-reliability-engineer-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3059373}},{"tool":"search_jobs","arguments":{"company":"thalesgroup.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3059373},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}