Customer Engineer

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Customer Engineer
Equinix 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. 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 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. Join us and play a key part in establishing Equinix at the forefront of developer-led infrastructure!

Responsibilities

As a Customer Engineer you will:

1. Be responsible for providing technical support to Equinix Digital Services customers through a variety of platforms such as:
1. Live chat
2. Private and public Slack channels
2. Provide support to new and existing customers, including:
1. Responsibility for queue sanitation, ticket triaging, troubleshooting, and resolution
2. Follow-up with customers and relevant stakeholders throughout Equinix Digital Services
3. Be an expert resource on Equinix Digital Services:
1. Ensure familiarity with all aspects of the Equinix Digital Services platform
2. Constantly expand your knowledge of common use cases and deployments
3. Understand and practice with Equinix Digital Service’s API
4. Support customers and operations team members:
1. Observe and help to lead incident management protocols
2. Serve as a communication lead as needed during customer-impacting events
3. Provide relevant details to sales, account, product, and operations teams
4. Ensure excellent documentation to enhance self-service
5. Provide content and edits to our public-facing documentation
6. Provide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training, and employee onboarding

Qualifications

1. You have excellent communication skills
2. You have a background in (and passion for) physical and cloud infrastructure
3. You enjoy helping people succeed and finding solutions to difficult technical challenges
4. You have deep and proven experience with Linux, including L2 and L3 Networking
5. You are familiar with different DevOps tools such as Ansible and Terraform
6. You are familiar with various public and hybrid clouds (AWS, GCP, Openstack)
7. You are familiar with incident management
8. You are a natural leader, helping to educate and develop those around you
9. You are willing to work on a holiday and rotational shift

Critical Success Factors

1. Demonstrate a balance of humility and ambition
2. Curious about technology and solving customer problems
3. Excellent communication skills (written English)

Equinix is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, religion, colour, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.