Manager, Customer Engineering

Equinix is the world’s digital infrastructure company, operating 245+ 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 Digitial Services is looking for a technical leader in our Customer Engineering organization.  As Manager of Customer Engineering, you will lead a regional customer-facing team that helps SysAdmins, Site Reliability Engineers, and Network experts resolve issues, and drive outcomes using our platform while identifying and qualifying high-growth accounts to transfer to our sales team.

As Manager of Customer Engineering, you will be responsible for growing a team that is part of a 24/7 global organization of customer engineers, coaching and directing them as they accelerate customer adoption on Equinix Digital Services.  You will have a front row seat as we invest in Customer Engineering at Equinix, helping to build a data-driven approach to deliver the right expertise and help at the right time, evolving the entire customer engagement experience. To do this, you’ll need to draw upon your extensive experience with networking, systems administration, DevOps, cloud APIs, various sales & marketing tools, and a customer success mindset.  

This role requires technical, communication and management 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 and Slack, to our ticketing system or Zoom sessions. 

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. 

Responsibilities

• Be responsible for leading a regional portion of the team that provides 24/7 technical enablement through a variety of channels including email, live chat, private and public Slack channels, and Zoom

• Support new and existing customers, including queue sanitation, ticket triaging, troubleshooting, resolution, and ensuring follow-up with all stakeholders

• Be an expert resource on Equinix Digital Services: 

• Ensure familiarity with all aspects of the Equinix Digital Service platform

• Constantly expand your knowledge of common use cases and deployments

• Understand and practice with Equinix Digital Service’s API and related DevOps tools 

• Support customers and operations team members: 

• Observe and help to lead incident management protocols 

• Serve as a communication lead as needed during customer-impacting events 

• Provide relevant details to sales, account, product, and operations teams

• Ensure excellent documentation to enhance self-service 

• Provide content and edits to our public-facing documentation, including technical guides 

• Provide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training, and employee onboarding  

• Generate and grow platform revenue from accounts that are not managed by sales. 

• Tune and automate all aspects of the customer journey, enabling just in time engagement and enablement 

• Work closely with leadership to identify and qualify accounts for pursuit by our various sales teams and implement processes to encourage a seamless customer experience 

Qualifications

• You have excellent communication skills

• You enjoy helping people succeed and finding solutions to difficult technical challenges

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

• You are familiar with Linux based OS systems as well as Windows. You have deep (5+ years) experience with Linux including L2 and L3 Networking

• You’re comfortable with networking concepts like, Layer 2, Layer 3, VLANs, Interconnection, and BGP

• You are very experienced with familiar infrastructure automation with different DevOps tools such as like Ansible and Terraform, and understand their value in managing infrastructure

• You understand programming languages and paradigms e.g. Ruby, Python, NodeJS and Continuous Deployment

• You have worked and are very familiar with APIs and why they’re awesome

• Experienced with, or at least exposed to Kubernetes

• You have experience deploying applications into various public and/or hybrid Cloud Environments IaaS options, eg  (AWS, GCP, OpenStack, VMware)  

• You are generally tech savvy and grok new SaaS tools quickly. are fluent with Intercom and Salesforce

• Experience with Salesforces a plus but see above

• You have project management experience 

• You are familiar with incident management

• You are a natural leader, helping to educate and develop those around you