Customer Engineer ll

Job ID: JR- | Hybrid | Bogota | Customer Care | Full time

Job Summary

Support customers and internal stakeholders to troubleshoot and optimize solutions built on Equinix Digital Services. Engage across multiple channels—live chat, Slack, Teams, and Salesforce (SFDC) ticketing system—to provide timely and effective support.

Responsibilities

• Customer Support & Engagement
  • Manage and resolve technical cases via Salesforce, Slack, Teams, and other platforms.
  • Perform ticket triage, troubleshooting, and resolution with a focus on quality and speed.
  • Maintain proactive communication with customers and internal stakeholders throughout the support lifecycle.
• Technical Expertise
  • Develop deep knowledge of Equinix Digital Services, including APIs, portals, and other mission‑critical systems.
  • Assist with incident management protocols and act as a communication lead d...