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

The Senior Customer Operations Engineer is a highly skilled technical specialist responsible for delivering complex customer and operational activities within a mission-critical data center environment. This role provides technical leadership for advanced installations, cross-connects, troubleshooting, incident resolution, and customer support activities. Working with a high degree of independence, the engineer serves as a trusted escalation point, supports operational excellence, and helps drive continuous improvement across customer operations.

Responsibilities

Queue Management & Service Delivery

• Manage and prioritize complex work orders, ensuring customer commitments and service level expectations are consistently achieved.
• Serve as an escalation point for challenging customer requests, operational issues, and time-sensitive activities.
• Review expedited requests and coordinate resources to ensure successful execution.
• Maintain detailed and accurate records of all operational activities, customer interactions, and infrastructure changes.
• Support operational reporting, customer communications, and documentation requirements.
• Maintain asset databases, records, and operational systems to ensure data accuracy.

Installations & Infrastructure Deployment

• Lead complex rack-and-stack deployments and customer equipment installations.
• Interpret installation plans, technical drawings, and deployment documentation to ensure successful implementation.
• Support and coordinate advanced customer infrastructure installations, including:
  • Fiber trays, ladder racks, cabinets, and equipment deployments
  • Overhead cable trays and cable management systems
  • Customer cage modifications and infrastructure enhancements
  • Backup media activities and associated infrastructure support
• Identify infrastructure constraints and capacity concerns and provide recommendations for resolution.
• Conduct quality assurance reviews of installation activities and identify opportunities for process improvement.

Cross-Connect Operations

• Lead complex cross-connect installations, modifications, terminations, and testing activities.
• Perform advanced cross-connect work involving switched, multiplexed, and customer-specific connectivity solutions.
• Ensure adherence to operational standards for fiber, copper, and coaxial cable management.
• Validate completed cross-connect work to ensure service quality and operational accuracy.

Testing & Troubleshooting

• Perform advanced Layer 1, Layer 2, and Layer 3 testing and certification activities.
• Troubleshoot complex connectivity, cabling, and infrastructure issues using technical expertise and diagnostic methodologies.
• Support critical customer escalations and coordinate resolution efforts with internal teams and vendors.
• Analyze recurring issues and provide recommendations to improve reliability and operational performance.
• Contribute to incident investigations and root cause analysis activities where required.

Customer Management

• Deliver exceptional customer service through timely, accurate, and high-quality execution of customer orders and requests.
• Serve as a trusted point of contact for complex customer requests, exceptions, and operational escalations.
• Manage customer expectations regarding deployments, service changes, and operational activities.
• Support customer audits, site visits, and operational reviews as required.
• Provide customer access support and escort services in accordance with site procedures.

Stakeholder Partnership

• Partner with Operations, Critical Facilities, Security, Logistics, and other cross-functional teams to ensure seamless service delivery.
• Monitor inventory and material requirements and coordinate replenishment activities where needed.
• Support alarm dispatch activities and operational escalations.
• Coordinate activities with internal stakeholders and vendors to meet customer and business objectives.

Projects & Continuous Improvement

• Lead or support customer-facing and internal operational projects.
• Coordinate vendor activities associated with installations, upgrades, and infrastructure changes.
• Perform quality assurance reviews of new installations and deployments.
• Identify opportunities to improve operational efficiency, customer experience, and service delivery processes.
• Support infrastructure expansion, lifecycle management, and continuous improvement initiatives.

Training & Technical Leadership

• Complete all required training and maintain relevant technical knowledge and certifications.
• Provide guidance, technical support, and knowledge sharing to junior engineers and new team members.
• Support the development and adoption of operational best practices and standard operating procedures.
• Act as a technical resource during complex operational activities and incident response efforts.

Qualifications

Education & Experience

• High school diploma, technical certification, or equivalent practical experience.
• Typically requires 4–6 years of experience in data center operations, telecommunications, customer operations, IT infrastructure, or a similar technical environment.