Data Center Customer Operations Engineer III

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.

Job Summary

The Customer Operations Engineer III supports the delivery of customer and operational services within a mission-critical data center environment. This role performs a wide range of installation, connectivity, troubleshooting, and customer support activities while developing technical expertise across data center infrastructure and operational processes.

Working as part of a collaborative team, the engineer helps ensure customer commitments are delivered safely, accurately, and on time while maintaining high standards of service and operational excellence.

Responsibilities

Queue Management / Reporting

• Review and execute work order requests in accordance with customer commitments and service level expectations.
• Escalate requests to appropriate teams when required and follow established escalation processes.
• Maintain accurate and detailed records of work activities and customer interactions.
• Ensure operational activities are documented appropriately in relevant systems and databases.
• Support reporting activities and provide updates on work order status as required.

Installations

• Perform rack-and-stack activities for customer equipment deployments.
• Interpret installation plans and supporting documentation to ensure accurate implementation.
• Support customer infrastructure installations, including:
  • Fiber trays and ladder racks
  • Customer cabinets and equipment
  • Cage mesh and overhead cable tray installations
  • Tape changes and backup support activities
• Follow established procedures to ensure installations are completed safely, accurately, and efficiently.
• Identify and communicate concerns related to space, capacity, or infrastructure requirements.

Cross-Connect

• Perform data center cross-connect installations, terminations, modifications, and testing activities.
• Support cable management activities involving fiber, coaxial, and copper cabling.
• Install and test cross-connect circuits while adhering to established operational standards.
• Develop knowledge of advanced connectivity solutions and testing practices.

Testing / Troubleshooting

• Perform testing and validation of customer infrastructure and connectivity services.
• Support Layer 1 certification testing and assist with troubleshooting connectivity issues.
• Assist with Layer 2 and Layer 3 testing activities under guidance when required.
• Work with team members and customers to identify and resolve operational issues.
• Escalate complex issues appropriately while supporting resolution efforts.

Stakeholder Partnership

• Support operational, logistics, and security activities when required to ensure smooth site operations.
• Assist team members during periods of high workload or operational demand.
• Build effective working relationships with internal teams and external partners.
• Support service delivery objectives through collaboration and communication.

Customer Management

• Deliver timely and accurate execution of customer requests and service orders.
• Provide a positive customer experience through professional communication and responsive support.
• Support customer deployments and infrastructure changes by communicating timelines and progress updates.
• Support customer access control and escort activities in accordance with site procedures.
• Serve as a trusted operational resource for customer requests and day-to-day support activities.

Projects

• Support customer and internal projects in accordance with established processes and project requirements.
• Coordinate with vendors and stakeholders to assist with project deliverables.
• Support customer audits and operational readiness activities.
• Participate in continuous improvement initiatives that enhance operational performance and customer experience.

Training

• Complete all required training and certifications in a timely manner.
• Support onboarding activities for new team members when required.
• Participate in knowledge-sharing activities and continuous learning opportunities to expand technical expertise.

Qualifications

Education & Experience

• High school diploma, technical certification, vocational qualification, or equivalent practical experience.
• Typically 1–3 years of experience in data center operations, telecommunications, IT infrastructure, customer operations, or a related technical environment.

Preferred Skills & Experience

• Familiarity with structured cabling, data center infrastructure, or telecommunications environments.
• Basic understanding of networking and connectivity concepts.
• Strong attention to detail and commitment to quality.
• Effective problem-solving and communication skills.
• Ability to work independently while collaborating effectively within a team environment.
• We welcome candidates from diverse backgrounds and encourage applications from individuals with transferable technical skills and a willingness to learn.

Work Requirements

• Ability to complete hands-on tasks at height or in tight spaces.
• Ability to work non-standard hours, including weekends, night shifts, holidays, and shift-based schedules as required to support 24x7 data center operations.