Customer Engineer

Customer Engineer

Equinix is the world’s digital infrastructure company, operating 245+ data centers across the globe and providing interconnections to all the key clouds and networks. Businesses need one place to simplify and bring together fragmented, complex infrastructure that spans private and public cloud environments. With Equinix Metal, customers can rapidly deploy automated single-tenant infrastructure and interact with 2,000+ networks and 3,000 cloud and service providers. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

At Equinix, we help the world’s digital leaders scale with agility, speed the launch of digital services, deliver world-class experiences, and transform people’s lives. Our culture is based on collaboration and the growth and development of our teams.

We hire hardworking people who thrive on solving challenging problems and give them opportunities to hone new skills, and try new approaches, as we grow our product portfolio with new software and network architecture solutions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.

Job Summary  

Equinix Digital Services is looking for a technical leader to join our Customer Engineering team.  As a Senior Customer Engineer, you will be a key member of our global customer facing team, helping SysAdmins, Site Reliability Engineers, and Network experts drive outcomes using our platform. 

As a Customer Engineer, you serve as a technical partner to our customers, helping to accelerate their efforts to build solutions on top of Equinix Digital Services. To do this, you’ll need to draw upon your experience with networking, and systems administration.  

This role requires both technical and communication skills including general troubleshooting; network performance testing; and a desire to engage with stakeholders across a variety of mediums — from live chat and Slack, to our ticketing system.  

The ideal candidate will have a strong infrastructure background as well as comfort and interest in cloud-native technologies such as Kubernetes. You will join a collaborative, global and cross-functional organization that includes all aspects of customer engagement and management.   

Join us and play a key part in establishing Equinix at the forefront of developer-led infrastructure! 

Responsibilies

 As a Customer Engineer you will

• Be responsible for providing technical support to Equinix Digital Services customers through a variety of platforms such as  

• Email / tickets 

• Live chat 

• Private and public Slack channels 

• Provide support to new and existing customers, including: 

• Responsibility for queue sanitation, ticket triaging, troubleshooting and resolution  

• Follow-up with customers and relevant stakeholders throughout Equinix Digital Services

• Be an expert resource on Equinix Digital Services: 

• Ensure familiarity with all aspects of the Equinix Digital Services platform

• Constantly expand your knowledge of common use cases and deployments

• Understand and practice with Equinix Digital Service’s API 

• Support customers and operations team members: 

• Observe and help to lead incident management protocols 

• Serve as a communication lead as needed during customer-impacting events

• Provide relevant details to sales, account, product, and operations teams 

• Ensure excellent documentation to enhance self-service 

• Provide content and edits to our public facing documentation

• Provide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training and employee onboarding

Qualifications

• You have excellent communication skills 

• You have a background in (and passion for) physical and cloud infrastructure

• You enjoy helping people succeed and finding solutions to difficult technical challenges 

• You have deep (3+ years) experience with Linux, including L2 and L3 Networking 

• You are familiar with different DevOps tools such as Ansible and Terraform

• You are familiar with various public and hybrid clouds (AWS, GCP, Openstack)  

• You are familiar with incident management

• You are a natural leader, helping to educate and develop those around you

• You are willing to work on a holiday and rotational shift

Critical Success Factors

• Demonstrate a balance of humility and ambition 

• Curious about technology and solving customer problems 

• Excellent communication skills (written English) 

The targeted pay range for this position in the following location is / locations are:

• Colorado, Nevada, Rhode Island:  $51,000 to $93,000

Our pay ranges reflect the minimum and maximum target for new hire pay for the full-time position determined by role, level, and location. Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training.

This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process.

NON-SALES ROLES

The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position.

Company benefits for the U.S. are subject to eligibility requirements and include Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, leave of absence and disability benefits, paid time off, holidays, and more.

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to [email protected] Please provide your contact information and let us know how we can assist you.

Equinix is an Equal Employment Opportunity and, in the U.S., an Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. (Equal Opportunity / AA / Disabled / Veterans Employer (U.S.)).