Senior Data Center Customer Operations Engineer

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.

Job Summary

A highly skilled specialist responsible for executing and guiding complex customer and operational activities within a mission‑critical data center environment. The Senior Customer Operations Engineer applies deep technical expertise and seasoned judgment to resolve escalations, support advanced installations, and uphold high service and safety standards. The role operates with a high degree of independence within standard operating procedures and actively supports the team through technical leadership, quality assurance, and continuous improvement.

Responsibilities

Queue Management / Reporting

• Reviews work orders in the queue and executes complex service requests requiring deep knowledge of standard operating procedures and strict adherence to commitment times.
• Reviews expedited requests and handles them directly or redirects to appropriate team members based on urgency and complexity.
• Collaborates with cross‑functional teams to resolve customer tickets and operational issues.
• Maintains detailed and accurate written records of all work activity.
• Ensures all required reporting is complete, accurate, and timely; executes ad‑hoc reporting requests as needed.
• Creates Purchase Orders (POs) and Purchase Requests (PRs) to support operational and project needs.
• Assigns and manages locks and keys for both Equinix and customer assets, where applicable.
• Supports the creation of customer‑facing reports (e.g. power usage, access records).
• Updates local asset databases and supporting systems to ensure data integrity.

Installations

• Executes rack‑and‑stack activities for complex customer equipment installations.
• Interprets detailed installation plans and spreadsheets and supports accurate implementation.
• Supports advanced and non‑standard installations, which may include:
  • Intra‑cage fiber trays, ladder racks, customer equipment, and cabinets
  • Overhead cable trays, cage mesh, cabinets, and cable management systems
  • Grounding of cabinets and two‑post racks
  • Tape rotations and backup updates
• Identifies and escalates advanced capacity, space, or cabling concerns related to infrastructure expansion.
• Performs quality checks on cross‑connects and on‑site support tickets, recommending improvements to standards and execution.

Cross‑Connect

• Executes complex data center cross‑connect work, applying deep understanding of operating procedures for installations, terminations, modifications, and testing.
• Installs and tests advanced cross‑connect circuits, including switched and multiplexed configurations, ensuring precision and service reliability.

Testing / Troubleshooting

• Performs advanced Layer 1, 2, and 3 certification testing for cross‑connects and customer infrastructure.
• Troubleshoots complex circuit and connectivity issues using experience, diagnostic tools, and technical judgment.
• Supports advanced testing and troubleshooting scenarios and provides guidance during escalations.

Stakeholder Partnership

• Monitors material and inventory levels and proactively partners with appropriate teams to ensure timely replenishment.
• Provides escalation support for expedited work orders and time‑sensitive customer requests.
• Partners with internal stakeholders across security, facilities, logistics, and operations to deliver coordinated outcomes.

Customer Management

• Supports customer satisfaction through precise execution, quality assurance, and reliable delivery of services.
• Delivers a high level of professionalism and an excellent customer experience in all customer interactions.
• Supports sensitive or high‑impact customer situations with discretion and technical confidence.
• Manages customer expectations related to deployment timelines, changes, and service recovery.
• Supports customer access and escort services within the data center.
• Serves as a point of contact for complex customer requests, exceptions, or escalations.

Projects

• Supports advanced installations and custom deployments; reviews drawings and identifies potential issues prior to execution.
• Supports vendors during data center‑related projects and installation activities.
• Performs quality assurance on new customer installations and deployments to ensure standards are met.

Training

• Supports adherence to standard operating procedures and best practices to maintain a high level of operational and service quality.
• May coach team members on operational procedures and basic safety practices.
• May provide guidance and mentorship to junior engineers and new hires to support skills development.

Qualifications

• Typically requires a Diploma in an IT or related field and 6–8 years of equivalent work experience, preferably in data center operations, IT infrastructure, or technical service environments.