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.
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.
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
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
Critical Success Factors:
Demonstrate a balance of humility and ambition
Curious about technology and solving customer problems
Excellent communication skills (verbal/written English)
Analytical mindset, data-driven
We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more.
For CO residents: In accordance with Colorado State Law (https://leg.colorado.gov/bills/sb19-085) the salary range for this role is $77,000 – $108,000 per year with 20% bonus target.
For NYC residents: In accordance with NYC Pay Transparency Law (https://legistar.council.nyc.gov/LegislationDetail.aspx?ID=3713951&GUID=E7B03ABA-8F42-4341-A0D2-50E2F95320CD&Options=Advanced&Search= ) the salary range for this role is $85,000 – $153,000 per year with 20% bonus target.
Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you need assistance in applying for an open position, you may send an email to Staffing@equinix.com. Please provide your contact information and let us know how we can assist you.
Equinix is an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to unlawful consideration of race, color, religion, creed, national or ethnic origin, ancestry, place of birth, citizenship, sex, pregnancy / childbirth or related medical conditions, sexual orientation, gender identity or expression, marital or domestic partnership status, age, veteran or military status, physical or mental disability, medical condition, genetic information, political / organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law. (Equal Opportunity / AA / Disabled / Veterans Employer).
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Equal Employment Opportunity:
Equinix is an Equal Employment Opportunity and Affirmative Action Employer. All qualified 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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