Technical Support Engineer

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Equinix Digital Services is looking for a technical leader to join our Customer Engineering team. As a 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, cloud and/or 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!

Responsibilities

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

• Email / tickets

• 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)

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.