Customer Service Reliability Engineer

Thales; Ciudad de México; Hybrid; MXN 156,240 - 279,000; Full time

Job summary

A global digital security company is seeking a Customer Service Reliability Engineer in Mexico City to manage incident requests and ensure service reliability. Ideal candidates should have a bachelor’s degree in a relevant field and at least 5 years of customer-facing experience. This hybrid role requires public cloud knowledge and fluency in both Spanish and English.

Qualifications

• At least 5 years of experience as an Application Engineer or Reliability Engineer facing customers.
• Strong understanding of cloud service architectures and incident management.

Responsibilities

• Manage Incidents/Service requests within Service Level Agreement (SLA).
• Communicate with customers regarding updates on incidents/service requests.
• Write Work Instructions / Incident Response Plans for L1.

Skills

Public cloud environments knowledge (AWS, GCP)

Database notions (Mongo DB, SQL, Data Dog, Oracle)

Fluent in Spanish and English (B2)

App development background

Education

Bachelor's degree in computer science, software engineering, electronics engineering, or related fields

Job description

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.