Senior Customer Support Engineer

Senior Customer Support EngineerEquinix is the world’s digital infrastructure company, operating 240+ 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. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  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.Job Summary The 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 technical partner to our customers, you'll help them to accelerate their efforts in building solutions on top of Equinix Metal.  To do this, you’ll need to draw upon your extensive experience with networking, systems administration, DevOps and cloud API’s.   You will be joining a collaborative, global and cross functional organization that includes all aspects of customer engagement: Technical Account Management, Developer Relations, Product Marketing, Brand Experience and Digital Marketing.    Join us and play a key part in establishing Equinix at the forefront of developer-led infrastructure!  Responsibilities  As a Senior Customer Engineer you will   Be responsible for providing technical support to Equinix Digital Services customers through a variety of tools such as email/tickets, Live Chat, Slack, Zoom Provide support to new and existing customers, including queue sanitation, ticket triaging, troubleshooting and resolution  Support customers and operations team members by following lead incident management protocols 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 on-boarding    Qualifications  This role requires both technical and communication skills including general troubleshooting; network performance testing; API and DevOps ; 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 have a strong infrastructure background as well as comfort and interest in cloud native technologies such as Kubernetes. Background in (and passion for) physical and cloud infrastructure Extensive experience in incident management Familiarity with different DevOps tools such as Ansible and Terraform Experience with various public and hybrid clouds (AWS, GCP, Openstack)  Deep and proven experience with Linux, including L2 Networking Problem solving skills in helping people succeed by finding solutions to difficult technical challenges Excellent communication skills (written and spoken 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.