Equinix

Customer Engineer

Posted 21 September 2023
LocationPhilippines
Job type Full-Time
ReferenceJR-138889

Company's Benefits

  • Flexible Working Arrangements

    Flexible Working Arrangements

  • Equal Pay Initiatives

    Equal Pay Initiatives

  • Mentorship Program

    Mentorship Program

  • Leadership Development Program

    Leadership Development Program

  • Paid Parental Leave

    Paid Parental Leave

  • Return to Work Policy

    Return to Work Policy

  • Childcare Facilities

    Childcare Facilities

  • Breastfeeding Rooms

    Breastfeeding Rooms

  • Sponsorship Program

    Sponsorship Program

  • Coaching Program

    Coaching Program

  • Raise Numbers Of Women In Leadership

    Raise Numbers Of Women In Leadership

  • Internal Women's Networking Group

    Internal Women's Networking Group

Job Description

​Customer Engineer

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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. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.

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We are a fast-growing global company with 20 years of continuous growth. Through our innovative portfolio of high-performance products and services, we have created the largest, most active global ecosystem of 10,000+ companies, including 2,100 networks and 3,000+ cloud and IT service providers in 32 countries spanning six continents.  

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A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. 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.

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Job Summary:

Equinix Digitial Services is looking for a Customer Engineer to join our Customer Engineering team. 

As a 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 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.   

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

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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

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Who You Are

  • 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 (3+ 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

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Critical Success Factors

  • Demonstrate a balance of humility and ambition 

  • Curious about technology and solving customer problems 

  • Excellent communication skills (written English) 

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Qualifications

  • 3+ years experience preferred

  • Bachelor's degree preferred

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Our Core Values 

At Equinix we put customers at the center of everything, and we don’t compromise on our values:  

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  • Open Your Heart, Open Your Mind  

  • Put We Before Me  

  • Speak Up, Step Up  

  • Keep Your Promises   

  • Be an Energy Supplier 

  • Find a Better Way 

  • Serve Others  

  • Keep Growing  

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Benefits

Please note that benefits vary by country, so please do not hesitate to ask any questions.  

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.

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.

Individual pay is based on additional factors including job-related skills, experience, and relevant education and/or training. This position may be offered in other locations. Your recruiter can share more about the specific pay range for your preferred location during the hiring process. The targeted pay range listed reflects the base pay only and does not include bonus, equity, or benefits. Employees are eligible for bonus, and equity may be offered depending on the position. As an employee, you become important to Equinix’s success.