L1 Support Engineer 1

Thales
Mexico City
Workplace: HybridFull timeFunction: Product ManagementExperience: 2+ yearsEducation: bachelorsSkills: ["Communication","Troubleshooting","Customer service","Teamwork"]

Join Thales as an L1 Operations and Support Engineer to provide Tier I technical support for hosted and managed services, with 24/7 incident monitoring and response. You will handle customer requests, escalate issues to Tier II, participate in production handovers, and work with AWS/GCP, Linux, and networking to ensure service reliability.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Thales
Thales
2 months ago

L1 Support Engineer 1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 46 minutes agoStatus: Live

Job Summary

Join Thales as an L1 Operations and Support Engineer to provide Tier I technical support for hosted and managed services, with 24/7 incident monitoring and response. You will handle customer requests, escalate issues to Tier II, participate in production handovers, and work with AWS/GCP, Linux, and networking to ensure service reliability.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Entry level

Key Responsibilities

  • •Establish and maintain contact with customers for request and incident management.
  • •Deliver Tier I technical support for customers on hosted and managed services and escalate critical issues to Tier II support.
  • •Provide service monitoring and associated predefined actions on hosted and managed service and escalate to Tier II as needed.
  • •Support recurring service operations on hosted and managed services.
  • •Participate in the handover from set-up to production by reviewing service documentation and monitoring testing and internal tools.

Key Requirements

  • •Bachelor of Engineering (Ingeniero Técnico) or a Bachelor of Science (Licenciado).
  • •2+ years of experience in operation or support.
  • •Working on shift to offer a 24/7 service.
  • •Good to have experience in managing Splunk App development, scripting and log management solution design.
  • •Knowledge of ITIL and Service Delivery best practices. ITIL certification would be appreciated.
Experience:2+ yearsIT operationsIT support24/7 serviceIncident management
Education:Bachelor's
Skills:CommunicationTroubleshootingCustomer serviceTeamwork
Languages:English
Tech Stack:AWSGCPDockerKubernetesDatadogSplunkPagerdutyLinuxTcpdumpWiresharkBashPythonJava

Company Brief

Thales
Designs and delivers advanced systems and services for aerospace, defence, security, and digital identity and cybersecurity markets, serving government and commercial customers worldwide.
Industry: Defense Technology
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2000
WebsiteLinkedIn