Technical Support Engineer

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Equinix A tiempo completo

Who are we?

Equinix stands as the premier digital infrastructure provider, managing over 250 data centers worldwide. Digital innovators leverage Equinix's reliable platform to integrate and interconnect essential infrastructure at the speed of software. Equinix empowers organizations to reach the right locations, partners, and opportunities to scale efficiently, expedite the rollout of digital services, deliver exceptional experiences, and enhance their value while supporting sustainability initiatives.

A career at Equinix offers the chance to engage in impactful work and be surrounded by limitless opportunities for skill development and growth in diverse directions. We value diverse perspectives and contributions, and we are dedicated to fostering an equitable work environment that is integral to our core values and essential to our success.

Job Summary

Equinix Digital Services is in search of a technical expert to join our Customer Engineering team. As a Customer Engineer, you will play a crucial role in our global customer-facing team, assisting System Administrators, Site Reliability Engineers, and Network specialists in achieving results using our platform.

In this position, you will act as a technical ally to our clients, facilitating their efforts to develop solutions utilizing Equinix Digital Services. This requires leveraging your expertise in networking, cloud technologies, and systems administration.

This role demands both technical acumen and strong communication skills, including general troubleshooting, network performance evaluation, and a willingness to engage with stakeholders through various channels—ranging from live chat and Slack to our ticketing system.

The ideal candidate will possess a robust infrastructure background along with a keen interest in cloud-native technologies such as Kubernetes. You will be part of a collaborative, global, and cross-functional team that encompasses all facets of customer engagement and management.

Join us in a pivotal role that positions Equinix at the forefront of developer-led infrastructure.

Responsibilities

  • Provide technical assistance to Equinix Digital Services clients through multiple platforms, including email, ticketing systems, live chat, and both private and public Slack channels.
  • Support both new and existing clients.
  • Manage ticket triaging, troubleshooting, and resolution processes.
  • Maintain communication with clients and relevant stakeholders throughout Equinix Digital Services.
  • Serve as an expert resource on Equinix Digital Services.
  • Ensure comprehensive knowledge of all aspects of the Equinix Digital Services platform.
  • Continuously expand your understanding of common use cases and deployments.
  • Familiarize yourself with Equinix Digital Services' API.
  • Assist clients and operations team members.
  • Observe and help lead incident management protocols.
  • Act as a communication lead during customer-impacting events as necessary.
  • Provide relevant information to sales, account, product, and operations teams.
  • Ensure thorough documentation to enhance self-service capabilities.
  • Contribute to public-facing documentation.
  • Support internal documentation for Standard Operating Procedures (SOPs), team training, and employee onboarding.

Qualifications

  • Excellent communication skills (written English).
  • A background in and passion for physical and cloud infrastructure.
  • A commitment to helping others succeed and solving complex technical challenges.
  • Over three years of experience with Linux, including L2 and L3 Networking.
  • Familiarity with various DevOps tools such as Ansible and Terraform.
  • Knowledge of public and hybrid cloud environments (AWS, GCP, OpenStack).
  • Experience with incident management.
  • Natural leadership abilities, with a focus on educating and developing those around you.
  • Willingness to work during holidays and on a rotational shift basis.

Critical Success Factors

  • A balance of humility and ambition.
  • A curiosity about technology and a dedication to solving customer challenges.

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/organizational affiliation, status as a victim or family member of a victim of crime or abuse, or any other status protected by applicable law.

Equinix is committed to ensuring that our employment process is accessible to all individuals, including those with disabilities. If you are a qualified candidate and require assistance or 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 considerations.

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