Who are we?
Equinix is the world’s 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.
Joining our operations team means being at the center of everything – maintaining and evolving critical infrastructure that powers the digital world and delivers real impact for our customers, communities and society. You’ll find belonging, purpose, and a team that welcomes you—because when you feel valued, you’re empowered to do your best work.
Job Summary
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.
Responsibilities
Queue Management & Service Delivery
- 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.
Installations & Infrastructure Deployment
- 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.
Cross-Connect Operations
- 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.
Testing & Troubleshooting
- 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.
Customer Management
- 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.
Stakeholder Partnership
- 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.
Projects & Continuous Improvement
- 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.
Training & Technical Leadership
- 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.
Qualifications
Education & Experience
- High school diploma, technical certification, or equivalent practical experience.
- Typically requires 4–6 years of experience in data center operations, telecommunications, customer operations, IT infrastructure, or a similar technical environment.
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 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.
We use artificial intelligence in our hiring process. Learn more here.

This posting is for a backfill position, meaning it is to fill an existing vacancy within our organization.

