Customer Service Reliability Engineer

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.
• Main...