Customer Engineer

Customer EngineerJob DescriptionEquinix 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 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 As 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 Services: Ensure 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 members: Observe and help to lead incident management protocols Serve as a communication lead as needed during customer-impacting eventsProvide relevant details to sales, account, product, and operations teams Ensure 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 deep (3+ years) experience with Linux, including L2 and L3 Networking You 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 shiftCritical Success FactorsDemonstrate 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: • San Francisco, CA / Bay Area: $69,000 to $107,000 • California (Non-SF/Bay Area), Connecticut, Maryland, New York, New Jersey, Washington state: $63,000 to $98,000 • Colorado, Nevada, Rhode Island: $57,000 to $89,000 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. 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. As an employee, you become important to Equinix’s success. Details about our company benefits can be found at the following link: USA Benefits eBookEquinix 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.