Technical Account Manager - Senior Staff

Who are we? 

Equinix 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.  

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

Equinix Metal is looking for a passionate cloud infrastructure expert for our Customer Success organization. As a Technical Account Manager- Senior Staff, you will be the technical trusted advisor through your guidance and hands-on enablement to partner in the execution of their cloud strategy on bare metal infrastructure. 

You will be responsible for maintaining a strong relationship with your customers technical team, developing and project managing customer success plans for continued growth, troubleshooting customer issues to determine the path to resolution, documenting knowledge articles and solution guides to help customers become more self-sufficient. To do this, you’ll need to draw upon your extensive experience with networking, systems administration, DevOps, cloud APIs, various sales & marketing tools, with a customer success mindset. 

This role requires technical, detailed organization, and communication skills including general troubleshooting; network performance testing; API and DevOps integrations; and a desire to engage with stakeholders across a variety of mediums — from live chat, Slack, and Zoom sessions. 

The ideal candidate will have a strong infrastructure and network background as well as a comfort with Linux or Windows Server or VMware 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: Sales, Operations, Service Delivery, Developer Relations, and Product Marketing. 

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

This role is based in Singapore

What You’ll Do: 

• Act as primary interface for strategic customers on either a shared or dedicated basis via chat, email, and video conference. 

• Develop intimate knowledge of customer workloads and key operational requirements. 

• Hands-on troubleshooting of customer bare metal infrastructure to determine if issues are system specific or broader platform issues. 

• Manage reporting to customer, including performance, SLAs, and sharing product roadmap. 

• Work to resolve issues related to ongoing service, answer questions about customer infrastructure, and act as interface to L2/L3 support and operations teams. 

• Responsible for the technical health of the customer, including helping to drive the use of new services and expansion of existing services. 

Who You Are: 

• Minimum 8 years in a technical customer facing role. 

• You have a background in (and passion for) physical and cloud infrastructure. 

• You have deep (5+ years) experience with Linux, including L2 and L3 Networking. 

• You are very familiar with different DevOps tools such as Ansible and Terraform. 

• Experience with various public and hybrid IaaS options (AWS, GCP, VMware) preferred

• Proactive team player with excellent consultative communication and negotiation skills, proven ability to work effectively with internal/external clients, vendors and consultants. 

• Curious about technology and loves finding solutions to difficult technical challenges  

• Ability to make solid business decisions in a dynamic and fast-paced environment. 

• Sets infrastructure strategy and can translate into measurable objectives that are tracked and well understood by members of the team. 

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

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