IP L2 Technical Support

Who are we?Equinix is the world’s digital infrastructure company®, shortening the path to connectivity to enable the innovations that enrich our work, life and planet.  A place where bold ideas are welcomed, human connection is valued, and everyone has the opportunity to shape their future.Help us challenge assumptions, uncover bias, and remove barriers—because progress starts with fresh ideas. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.Job SummaryWe are seeking an experienced IP L2 Technical Support Engineer (Supervisor Level) responsible for managing escalated technical incidents, providing expert-level support, and ensuring resolution of complex network-related issues across the IP/MPLS and Internet Gateway systems. This role will work closely with Level 1 (L1) and Level 3 (L3) support teams, infrastructure units, and external vendors to ensure service excellence and customer satisfaction.The ideal candidate possesses deep technical knowledge in IP networking, strong analytical and the ability to drive operational efficiency through process optimization and team mentorship.ResponsibilitiesSupervise and mentor younger engineers to ensure timely and effective resolution of technical issuesOversee day-to-day operations including incident management, ticket resolution, and escalation handlingAct as the technical escalation point for complex incidents from L1 and customer support teamsCollaborate with L3 support, engineering, and vendor teams to resolve high-impact network issuesManage and track the lifecycle of incidents to closure, ensuring SLA compliance and customer communicationProvide support and troubleshooting for IP/MPLS backbone, Internet Gateways, International Peering, and Enterprise solutionsMonitor and support technologies including: MPLS, MP-BGP, VPLS, L3VPN, SD-WAN, VRRP, BFD, QoS, OSPF, ISIS, and BGPDevelop and update technical documentation, escalation procedures, and knowledge base articlesImplement network automation and monitoring tools to streamline support operationsConduct root cause analysis and implement preventive action plansLead weekly/monthly performance analysis and capacity planning aligned with network growthEnsure timely execution of approved IP optimization and enhancement projects with minimal service disruptionPerform periodic network audits and recommend operational improvementsMaintain customer satisfaction by handling and updating support tickets through to resolutionParticipate in change and release management processes to ensure operational readinessCollaborate with internal and external stakeholders during major incident handling and provide RCA reportsQualificationsEducation & CertificationsBachelor’s degree in information technology, Computer Science, Engineering, or a related technical fieldMinimum of 6 years' experience in ISP or Enterprise IP Network operations and supportProfessional certifications such as CCNP, JNCIP, Security+, or equivalent are requiredTechnical SkillsIn-depth experience in IP/MPLS, Ethernet, VPNs (L2/L3), VPLS, BGP, SD-WAN, QoSProficient in routing protocols such as OSPF, IS-IS, BGP, MP-BGP, and related IP service edge deploymentsHands-on experience with Cisco, Juniper, Mikrotik, and Cyberoam routers/switchesSolid understanding of Quality of Service (QoS) particularly in VoIP and DoS mitigation contextsExperience with monitoring tools like PRTG, WhatsUp Gold, and network performance platformsFamiliarity with network automation and scripting (e.g., Python, Ansible) is an advantageSoft SkillsStrong leadership and mentoring capabilitiesExcellent communication and interpersonal skillsStrong problem-solving, analytical thinking, and troubleshooting abilitiesAbility to work under pressure and support escalations outside business hours when necessaryCustomer-focused mindset with a proactive approach to service deliveryCore CompetenciesProblem Solving & Critical ThinkingOperational Excellence & AccountabilityInnovation & Process ImprovementEffective CommunicationCustomer Focus & Service OrientationBehavioral AttributesPassion for ExcellenceIntegrity & AccountabilityOpen-Mindedness & TeamworkStrong Customer CommitmentEquinix 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.