Customer Success I

Customer Success I Job Description Equinix is the world’s digital infrastructure company, operating 240 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 Digital Services is looking for a technical leader to join our Customer Engineering team. As an Associate Customer Engineer, you will be a key member of our global customer facing team, helping SysAdmins, Site Reliability Engineers, and Network experts drive outcomes using our platform. As an Associate Customer Engineer, you serve as a technical partner to our customers, helping to accelerate their efforts to build solutions on top of Equinix Digital Services. To do this, you’ll need to draw upon your experience with networking, and systems administration. This role requires both technical and communication skills including general troubleshooting; network performance testing; and a desire to engage with stakeholders across a variety of mediums — from live chat and Slack, to our ticketing system. 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. Join us and play a key part in establishing Equinix at the forefront of developer-led infrastructure! Responsibilities As a Customer Engineer you will Be responsible for providing technical support to Equinix Digital Services customers through a variety of platforms such as Email / tickets Live chat Private and public Slack channels Provide support to new and existing customers, including: Responsibility for queue sanitation, ticket triaging, troubleshooting and resolution Follow-up with customers and relevant stakeholders throughout Equinix Digital Services Be an expert resource on Equinix Digital Services: Ensure familiarity with all aspects of the Equinix Digital Services platform Constantly expand your knowledge of common use cases and deployments. Understand and practice with Equinix Digital Service’s API 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 Provide content and edits to internal documentation to support Standard Operating Procedures (SOPs), team training and employee onboarding Qualifications You have excellent communication skills You have a background in (and passion for) physical and cloud infrastructure You enjoy helping people succeed and finding solutions to difficult technical challenges You have 1 years experience with Linux, including L2 and L3 Networking You are familiar with different DevOps tools such as Ansible and Terraform You are familiar with various public and hybrid clouds (AWS, GCP, Openstack) You are familiar with incident management You are a natural leader, helping to educate and develop those around you You are willing to work on a holiday and rotational shift Critical Success Factors Demonstrate a balance of humility and ambition Curious about technology and solving customer problems Excellent communication skills (written English) 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). Equal Employment Opportunity: Equinix is an Equal Employment Opportunity and, in the U.S., an 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. (US Applicants) Please click here to see the “Know Your Rights: Workplace Discrimination is Illegal” poster and supplement. Please click here to see our EEO Policy Statement. Please click here to see our Pay Transparency Policy Statement. Equinix participates in E-Verify. U.S. Citizenship and Immigration Services (USCIS) is the government agency that oversees lawful immigration to the United States. E-Verify is an Internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility. To learn more about the E-Verify program, please visit E-Verify. www.equinix.com/company/legal/careers-verify-participation/ www.equinix.com/company/legal/osc-right-to-work/ Accessibility and Accommodations: Equinix is committed to ensuring that our employment process is open to all individuals, including those with a disability. If you are a qualified candidate and need assistance or an accommodation, please let us know by completing this form. Equinix maintains a list of preferred recruiting agencies. If your company is not on our list, please do not contact us regarding our postings. Please also refrain from making contact with anyone outside of the company HR department.