Customer Engineer

Customer EngineerEquinix is the world’s digital infrastructure company, operating 200+ 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 70+ consecutive quarters of growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of nearly 10,000 companies, including 1,800+ networks and 2,900+ cloud and IT service providers in over 26 countries spanning five continents.  Joining our operations team means that you will be at the forefront of all we do, maintaining critical facilities infrastructure as part of a close-knit team delivering best in class service to our data center customers. 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! What you will be doingBe responsible for providing technical support to Equinix Digital Services customers through a variety of platforms such as: Email / tickets, Live chat, and 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 protocolsServe 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  What you should haveYou have excellent communication skills (written English)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 “Equinix is an equal employment opportunity employer.  All qualified applicants will receive consideration for employment without regard 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.”