Hybrid Customer Reliability Engineer – SLA & Incident Lead

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

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