Customer Engineer ll

elping customers, including those requiring application and product support as well as network specialists, achieve success on our platform. You will provide hands-on troubleshooting, guidance, and technical expertise to ensure seamless resolution and an exceptional customer experience.

In this role, you will:

• Support customers and internal stake holders to troubleshoot and optimize solutions built on Equinix Digital Services

• Leverage your expertise in networking, cloud technologies, and application support to deliver exceptional technical outcomes

• Engage across multiple channels-live chat, Slack, Teams, and Salesforce (SFDC) ticketing system-to provide timely and effective support

This position requires strong technical skills, problem-solving ability, and excellent communication. You will work in a collaborative, global environment that values innovation, integrity, and customer success.

Responsibilities

Customer Support & Engagement

• Manage and resolve technical cases via Salesforce, Slack, Teams, and other platforms

• Perform ticket triage, troubleshooting, and resolution with a focus on quality and speed

• Maintain proactive communication with customers and internal stakeholders throughout the support lifecycle

Technical Expertise

• Develop deep knowledge of Equinix Digital Services, including APIs, Portals and other mission critical systems

• Assist with incident management protocols and act as a communication lead during customer-impacting events

• Provide technical insights to sales, product, and operations teams to improve customer experience

Knowledge Sharing & Documentation

• Contribute to public-facing documentation and internal SOPs

• Create and maintain training materials for team onboarding and continuous learning

• Promote self-service by improving knowledge base content

Qualifications

Experience

• 1-3 years of experience in technical support or customer engineering roles, preferably in networking or cloud environments

Technical Skills

• Strong knowledge of Networking (OSI Layers 1-3); CCNA or similar certification is a plus

• Proficient in Optical Networking technologies and principles; DWDM, Metro Ethernet / MLAN is a plus

• Strong expertise in Layer 1 troubleshooting, including fibre optics, signal integrity, and physical connectivity diagnostics

• Comprehensive understanding of Internet Exchange (IX) peering principles, routing policies, and traffic optimization strategies

• Comprehensive understanding of Internet architecture, including protocols (BGP, TCP/IP), DNS, and global routing mechanisms

• Familiarity with Network Service Providers (NSP) and Cloud Service Provider (CSP) environment

• Familiarity with fabric cloud technology and platforms (Amazon Web Services (AWS), Google Cloud Platform (GCP), Microsoft Azure)

• Familiarity with OpenStack (IaaS), Network Function Virtualization (NFV) is a plus

• API and application integration experience is a plus

• Understanding of incident management and troubleshooting methodologies

Soft Skills

• Excellent written and verbal communication skills

• Strong problem-solving mindset and customer-first attitude

• Ability to lead and mentor peers in technical and operational best practices

Other Requirements

• Willingness to work rotational shifts, including holidays

• Strong team player with a collaborative mindset

Critical Success Factors

• Passion for technology and solving complex customer challenges

• Ability to work collaboratively across global teams

• Commitment to continuous learning and knowledge sharing

• Embody Equinix values

• Integrity - Act with honesty and transparency

• Customer Focus - Put customers at the center of everything you do

• Sustainability - Drive efficiency and long-term solutions

• Teamwork - Collaborate across teams and geographies to achieve shared goals

Who are we?

Equinix is the world's digital infrastructure company®, and our data center operations teams are at the heart of it all. From installing and maintaining hardware to managing power, cooling, and security systems, our people ensure the digital world stays always on.

Why join us?

• Be part of a global team trusted by 10,000+ customers

• Work with cutting-edge infrastructure in high-performance environments

• Grow your career in a culture built on service, courage, and continuous learning

Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form.

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.

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