Customer Service Reliability Engineer

Thales; Ciudad de México; Híbrido; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

A global technology company is seeking a Customer Reliability Engineer based in Polanco, Mexico City. The role involves ensuring excellent customer experiences by managing incidents and service requests efficiently. Candidates should have a Bachelor’s degree in a related field and at least 5 years of relevant experience. Proficiency in public cloud services like AWS or GCP, alongside strong communication skills in both Spanish and English, is essential. This hybrid role also requires availability for periodic on-call shifts.

Formación

• At least 5 years of experience as an Application Engineer or Reliability Engineer facing customers.
• Strong app development background focus.
• Understanding of database technologies.
• Database notions (MongoDB, SQL, DataDog, Oracle).
• App development background focus.
• Fluent in Spanish and English (B2).

Responsabilidades

• Manage Incidents/Service requests within SLA.
• Communicate updates to customers related to Incidents/Service requests.
• Build and deliver technical webinars to customers.
• Write Work Instructions/Incident Response Plans for L1; automate WI based on alerts.
• Maintain high technical skills on solutions/services; SME for selected areas.
• Build and deliver technical webinars for customers; coordinate with PO, SRE, and CSM teams.
• Be Customer Champion for selected accounts; maintain privileged relationships and knowledge of service usage.
• Provide close support to Customer Reliability Service Manager on customer use cases and incidents/requests.

Conocimientos

Public cloud environments knowledge

Fluent in Spanish and English

Application Engineering

Reliability Engineering

Problem-solving

Educación

Bachelor’s degree in computer science or related fields

Herramientas

Mongo DB

SQL

Data Dog

Oracle

DataDog

Oracle

Descripción del empleo

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 billions 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 the customer’s 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 feedback 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/Incident Response 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 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 deeper 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.
• 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.