Customer Success Mgmt

Customer Success Mgmt - Senior Analyst

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 Digital Services is looking for a technical leader to join our Customer Engineering team. As a Senior 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 a Customer Engineer, you serve as a technical partner to our customers, helping to accelerate their efforts to build solutions on top of Equinix Metal. To do this, you’ll need to draw upon your extensive experience with networking, systems administration, DevOps and cloud API’s.

This role requires both technical and communication skills including general troubleshooting; network performance testing; API and DevOps ; and a desire to engage with stakeholders across a variety of mediums — from live chat and Slack, to our ticketing system or Zoom sessions.

Join us and play a key part in establishing Equinix at the forefront of developer-led infrastructure

**What you will be doing**

As a Senior Customer Engineer you will
- Be responsible for providing technical support to Equinix Digital Services customers through a variety of platforms such as
- Live chat
- Private and public Slack channels
- Zoom (working sessions)
- 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 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

**What you Should Have**
- 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 deep experience with Linux, including L2 and L3 Networking
- You are familiar with different DevOps tools such as Ansible and Terraform
- You have experience 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)

**Why Equinix**

Equinix is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to 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/organization