Senior Data Center Customer Operations Engineer

Equinix is the worlds digital infrastructure company shortening the path to connectivity to enable the innovations that enrich our work life and planet.

A place where bold ideas are welcomed human connection is valued and everyone has the opportunity to shape their future.

The Senior Customer Operations Engineer is a highly skilled technical specialist responsible for delivering complex customer and operational activities within a mission-critical data center environment. This role provides technical leadership for advanced installations cross-connects troubleshooting incident resolution and customer support activities. Working with a high degree of independence the engineer serves as a trusted escalation point supports operational excellence and helps drive continuous improvement across customer operations.

• Manage and prioritize complex work orders ensuring customer commitments and service level expectations are consistently achieved.
• Serve as an escalation point for challenging customer requests operational issues and time-sensitive activities.
• Review expedited requests and coordinate resources to ensure successful execution.
• Maintain detailed and accurate records of all operational activities customer interactions and infrastructure changes.
• Support operational reporting customer communications and documentation requirements.
• Maintain asset databases records and operational systems to ensure data accuracy.

• Lead complex rack-and-stack deployments and customer equipment installations.
• Interpret installation plans technical drawings and deployment documentation to ensure successful implementation.
• Support and coordinate advanced customer infrastructure installations including:
  • Fiber trays ladder racks cabinets and equipment deployments
  • Overhead cable trays and cable management systems
  • Customer cage modifications and infrastructure enhancements
  • Backup media activities and associated infrastructure support
• Identify infrastructure constraints and capacity concerns and provide recommendations for resolution.
• Conduct quality assurance reviews of installation activities and identify opportunities for process improvement.

• Lead complex cross-connect installations modifications terminations and testing activities.
• Perform advanced cross-connect work involving switched multiplexed and customer-specific connectivity solutions.
• Ensure adherence to operational standards for fiber copper and coaxial cable management.
• Validate completed cross-connect work to ensure service quality and operational accuracy.

• Perform advanced Layer 1 Layer 2 and Layer 3 testing and certification activities.
• Troubleshoot complex connectivity cabling and infrastructure issues using technical expertise and diagnostic methodologies.
• Support critical customer escalations and coordinate resolution efforts with internal teams and vendors.
• Analyze recurring issues and provide recommendations to improve reliability and operational performance.
• Contribute to incident investigations and root cause analysis activities where required.

• Deliver exceptional customer service through timely accurate and high-quality execution of customer orders and requests.
• Serve as a trusted point of contact for complex customer requests exceptions and operational escalations.
• Manage customer expectations regarding deployments service changes and operational activities.
• Support customer audits site visits and operational reviews as required.
• Provide customer access support and escort services in accordance with site procedures.

• Partner with Operations Critical Facilities Security Logistics and other cross-functional teams to ensure seamless service delivery.
• Monitor inventory and material requirements and coordinate replenishment activities where needed.
• Support alarm dispatch activities and operational escalations.
• Coordinate activities with internal stakeholders and vendors to meet customer and business objectives.

• Lead or support customer-facing and internal operational projects.
• Coordinate vendor activities associated with installations upgrades and infrastructure changes.
• Perform quality assurance reviews of new installations and deployments.
• Identify opportunities to improve operational efficiency customer experience and service delivery processes.
• Support infrastructure expansion lifecycle management and continuous improvement initiatives.

• Complete all required training and maintain relevant technical knowledge and certifications.
• Provide guidance technical support and knowledge sharing to junior engineers and new team members.
• Support the development and adoption of operational best practices and standard operating procedures.
• Act as a technical resource during complex operational activities and incident response efforts.

• High school diploma technical certification or equivalent practical experience.
• Typically requires 46 years of experience in data center operations telecommunications customer operations IT infrastructure or a similar technical environment.