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Technical Account Manager

 

Technical Account Manager

  • JR-123033
  • Redwood City
  • Sales
  • Full time
Technical Account Manager

Equinix is the world’s digital infrastructure company, operating 210 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 1,800+ networks and 2,900+ 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 Metal is looking for a passionate cloud infrastructure expert for our Customer Success organization. As a Technical Account Manager, 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.   

As a Technical Account Manager, 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 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 the Pacific Time zone and can be remote or based in one of our office locations. 

Responsibilities

  • 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. 

Qualifications

  • 5+ year's professional experience.

  • Bachelor's degree or equivalent experience.

  • Minimum 3 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. 

  • You have experience with various public and hybrid IaaS options (AWS, GCP, VMware).

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

  • 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. 

We offer Medical, TeleMedicine, Dental, Vision, Life and AD&D insurance, 401K, Leave of absence & disability benefits, paid time off & holidays and more.  

In accordance with Colorado State Law (https://leg.colorado.gov/bills/sb19-085) the salary range for Colorado for this role is $115,000- $155,000 per year with 20% bonus target.

At Equinix, we’re tasked with leading in the communities we serve — and doing our part to help keep our communities and our teams safe. Our #IamSafeIBelongIMatter culture transcends and informs all we do. In alignment with our culture, as well as our status as a U.S. federal contractor, as of December 8, 2021, Equinix will be mandating all US-based employees to be fully vaccinated for COVID-19. If you are unable to get a vaccine due to a medical condition, or sincerely held religious belief, Equinix will consider exemption requests as an accommodation.

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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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.

(US Applicants)

Please click here to see the “EEO is the Law” poster and supplement.

Please click here to see our EEO Policy Statement.

Please click here to see our Pay Transparency Policy Statement.