Manager, Customer Engineering

Manager, Customer Engineering

Job Description

Equinix is the world’s digital infrastructure company, providing services to interconnect all the key clouds and networks operating 240+ data centers across the globe.

Businesses nowadays need one place to simplify and bring together fragmented, complex solutions that span 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 thrive on solving challenging problems and give our employees opportunities to hone new skills, 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

The role will be part of Equinix Digitial Services' Customer Engineering organization.  As Manager of Customer Engineering, you will lead a regional customer-facing team that helps SysAdmins, Site Reliability Engineers, and Network experts resolve issues, and drive outcomes using our platform while identifying and qualifying high-growth accounts to transfer to our sales team.

The team you will grow is part of a 24/7 (day time shifts) global organization of customer engineers, coaching and directing them as they accelerate customer adoption on Equinix Digital Services. You'll contribute to Equinix' success by helping to build a data-driven approach to deliver the right expertise and help at the right time, evolving the entire customer engagement experience. To do this, you’ll need to draw upon your extensive experience with networking, systems administration, DevOps, cloud APIs, various sales & marketing tools, and a customer success mindset.

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

The ideal candidate will be a leader with 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. 

Responsibilities

• Leading a regional portion of the team that provides 24/7 technical enablement through a variety of channels including email, live chat, private and public Slack channels, and Zoom

• Support new and existing customers, including queue sanitation, ticket triaging, troubleshooting, resolution, and ensuring follow-up with all stakeholders

• Become an expert resource on Equinix Digital Services

• Support customers and operations team members

• Ensure excellent documentation to enhance self-service and implement processes to encourage a seamless customer experience

• Provide content and edits to our public-facing documentation, including technical guides

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

• Generate and grow platform revenue from accounts that are not managed by sales

• Tune and automate all aspects of the customer journey, enabling just in time engagement and enablement 

• Work closely with leadership to identify and qualify accounts for pursuit by our various sales teams

Qualifications

• Strong background in (and passion for) physical and cloud infrastructure

• Excellent communication skills

• Passion for helping people succeed and finding solutions to difficult technical challenges together with helping to educate and develop those around you

• Familiarity with Linux based OS systems as well as Windows.

• You have deep (5+ years) experience with Linux including L2 and L3 Networking and networking concepts like, Layer 2, Layer 3, VLANs, Interconnection, and BGP

• Experienced with familiar infrastructure automation with different DevOps tools such as like Ansible and Terraform, and understand their value in managing infrastructure 

• Understanding of programming languages and paradigms e.g. Ruby, Python, NodeJS and Continuous Deployment

• Familiarity with APIs and why they’re awesome

• Experience with, or at least exposed to Kubernetes

• Experience with Salesforce's a plus but see above

 Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.