Customer Service Reliability Engineer

Thales is hiring a Customer Service Reliability Engineer in Mexico City, Mexico. Level rates it ; you can apply on Thales.

Level's read on this job

On Level's scale, this customer service role is Little AI ●○○○: aI is not part of the work.
Level classes it as a senior role.
Thales has 3,600+ other open roles on Level.

AI in this role

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/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 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.

Say HI and learn more about working at Thales (Click Here)

#LI-JCB

#LI-HYBRID

At 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!

How we rate this

Customer Service Reliability Engineer at Thales rates 34 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.