Customer Reliability Engineer (CRE)

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.

• Customer Reliability Engineer (CRE)
• Polanco, CDMX (Hybrid)
• Position Summary
• Thales is looking for a
• Customer Reliability Engineer (CRE)
• who ensures the best customer experience by assuring service reliability from customers’ eyes and making sure, Incident / Service Requests are resolved in the shortest timeframe.The CRE ensures overall service quality and health by closing the loop with feedback to PO & SRE regarding service issues and improvements. The CRE improves service adoption and customer success by ensuring customers are getting the most from our Cloud Services.
• Key Areas of Responsibility
• Manage Incidents / Service requests within SLA, tracking SLA, and taking actions in case of deviation.
• Communicate with customers by keeping them informed about the updates related to Incidents / Service requests on a regular basis.
• Maintain high technical skills on solution / services, be Subject Matter Expert (SME) of selected solution / service.
• Be a Customer Champion for selected accounts; establish privileged relationships and deeper technical understanding for selected accounts and stay up to date on their plans regarding service usage.
• Deploy Customer's specific changes upon CAB approval.
• Implement and maintain SLI, dashboards, and Customer's specific alerts to follow performance / improvement plans.
• Follow-up Customer activity through dashboards (% of success, % of enrollment, % of conversion, etc…).
• Provide close support to CRSM when it comes to the understanding of customer use cases and Incidents / Service requests.
• Scale up / down to meet customer business needs (if possible at CRE level or raise the need to SRE).
• CRE is working on-call to provide 365x24x7 upon L1 escalation.
• Minimum Qualifications
• 5-8 years of experience working in 2nd level tech support with equipment’s, datacenters, cloud or similar technologies.
• Advanced English level (conversational).
• Availability to make guards in night shifts and weekends.
• Knowledge of integration processes and software languages
• Experience in detecting potential problems in equipment.
• Experience or knowledge with cloud technologies, Programming languages (Java, Python), Containers (Docker, Git), Monitoring tools, Databases.
• Strong communicator and negotiator, analytical, results-oriented, customer-oriented, a strong time manager, autonomous, honest, and empathetic, strong focus on helping customers and ensuring their satisfaction.If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community!
• What We Offer
• Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following :
• Elective Health and Dental plans.
• Company paid holidays, vacation days, and paid sick leave.
• Company provided Life Insurance.Say HI and learn more about working at Thales
• #LI-Hybrid#LI-EB1At 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!

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