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hace 3 semanas
**Who are we?**
Equinix is the world’s digital infrastructure company, operating 220+ data centers across the globe and providing interconnections to all the key clouds and networks. Our global platform allows customers to place infrastructure wherever they need it and connect it to everything they need to succeed.
We are a fast-growing global company with 70+ consecutive quarters of 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 1,800+ networks and 2,900+ cloud and IT service providers in 26 countries spanning five continents. In 2021 Equinix became a Fortune 500 company.
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.
The Technical Customer Support position is an experienced professional that provides ongoing technical customer account support while working on diverse problems. They focus on mid/large strategic customer accounts to ensure the investment value of Equinix services, onboard and advises customers during installations and configurations, engages managed service offerings, trains customers on technical product topics (including new features and capabilities) and serves as a seasoned technical advocate for assigned our customer accounts.
**Responsibilities**
**Adoption and Implementation**
- Uses seasoned technical experience to understand the customers needs and resolves customer business challenges, as they relate to their technical environment and their usage of Equinix product and services within a diverse scope
- Provides technical support to mid/large account customers on technical design details, technical guidance, and supports the deployment and configuration of Equinix digital products
- Provides technical implementation support to customers in implementing technical solutions and/or products
- Onboards and provides support to mid/large key customer clients during installation and configuration process; engages managed service offerings and partners with customers to revolve a variety of technical issues
**Advocacy and Support**
- A specialist advisor supporting diverse technical customer queries, such as: when and how to consider expanding their platform, how to adopt new features, and when to upgrade software and/or hardware
- Provides onboarding support and advises clients during installations and configurations; engages managed services offerings, and partners with customers on how to approach and resolve business needs within a diverse scope
- Hosts trainings with customers on specialized technical product topics, including new design features and capabilities
- Monitors communications between the customers, Equinix and partners to resolve the customer's infrastructure matters
**Solution Review and Consultancy**
- Serves as a primary focal point for experienced technical inquiries, ideas, and issues
- Monitors diverse customer environments and establishes metrics to assist with the development of recommendations to improve performance of resolving niche integrated systems and infrastructure
- Provides expert level assessments to meet customer objectives and business requirements by creating a implementation roadmap and milestone/Key Performance Indications (KPIs) within a diverse scope
**Engagement and Learning**
- Shares knowledge and best practices with customers
- Conducts specialized design demonstrations and reviews of virtual products
- Hosts customer training and learning sessions on design usage
**Best Practice Development**
- Gathers customer feedback and translates the business needs into effective recommendations for specialized level product organization
**Collaboration / Communication**
- Assists account teams in efforts to maintain existing customer relationships and identify new opportunities
- Proactively handles specialized level customer situations
- Coordinates actions of the team to ensure customers and internal partners have the information required to make decisions to resolve diverse issues quickly and ensure customers are receiving value from their platform and driving adoption
- Collaborates and communicates with multiple internal teams to ensure specialized customer support resolution
- Actively contributes to a positive team culture
**Subject Matter Expertise**
- Demonstrates specialized knowledge of Equinix virtual products to design, build, and troubleshoot diverse customer deployments
**Relationship Management**
- Builds strong working relationships with technical counterparts while supporting niche customer accounts in their use of digital products
- Dedicated to support mid/large customers consuming
