Customer Engineer

Who are we?Equinix is the world’s digital infrastructure company®, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.  A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.  Customer EngineerJob SummaryEquinix 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! ResponsibilitiesAs a Customer Engineer you willBe 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 ServicesBe an expert resource on Equinix Digital ServicesEnsure familiarity with all aspects of the Equinix Digital Services platformConstantly expand your knowledge of common use cases and deploymentsUnderstand and practice with Equinix Digital Service’s API Support customers and operations team membersObserve 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 teamsEnsure excellent documentation to enhance self-service Provide content and edits to our public facing documentationProvide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training and employee onboarding  QualificationsYou have excellent communication skills You have a background in (and passion for) physical and cloud infrastructureYou enjoy helping people succeed and finding solutions to difficult technical challenges  You have extensive experience with Linux, including L2 and L3 NetworkingYou are familiar with different DevOps tools such as Ansible and TerraformYou are familiar with various public and hybrid clouds (AWS, GCP, Openstack)  You are familiar with incident managementYou are a natural leader, helping to educate and develop those around youYou are willing to work on a holiday and rotational shift Critical Success FactorsDemonstrate 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.