TAM Staff
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.
A career at Equinix means being at the center of shaping what comes next and amplifying customer value through innovation and impact. You'll work across teams, influence key decisions, and help shape the path forward. 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 Technical Account Manager (TAM) Staff (Specialist level) is a seasoned experienced professional and customer-facing technical expert who supports a portfolio of customers leveraging Equinix digital services and interconnection solutions. TAM II's contribute to successful product adoption, customer satisfaction, and long-term platform value by actively guiding deployments, troubleshooting technical challenges, delivering health checks, and providing trusted advisory services. This role works closely with customer stakeholders, internal technical teams, and account teams to deliver value across the post-sales customer lifecycle.
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 seasoned 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 within a diverse scope
- Leads onboarding and integration of Equinix digital services and interconnection environments
- Supports implementation of cross connects and other physical connectivity as part of broader customer deployments
- Provides hands-on guidance to help customer technical teams troubleshoot and resolve configuration or adoption challenges
- Provides product usage guidance and documentation based on customer use cases and goals
Advocacy and Support
- Serves as the primary technical point of contact for assigned accounts, helping to communicate customer needs and ensure successful outcomes
- Advises customers on how to adopt new features, scale usage, or resolve technical blockers
- Takes ownership of technical escalations, coordinating with internal support and product teams to ensure efficient resolution and root cause analysis
- Delivers technical training and walkthroughs to promote product understanding and self-service
- Serves as a specialist advisor on mid/large sized customers on supporting diverse technical customer matters
- Provides onboarding support and advises clients during installations and configurations
Solution Review and Consultancy
- Creates and presents technical health checks, success plans, and implementation roadmaps tailored to customer outcomes. Consults on architecture design, platform expansion, and product usage to ensure alignment with customer requirements
- Identifies risks or improvement areas and provides proactive recommendations
- Advises the customer on specialized technical matters, such as: when to consider expanding their platform, how to adopt to new features, and when to upgrade software and/or hardware
- Serves as a primary focal point for experienced technical questions, ideas, and issues within a diverse scope
- Provides specialized experienced 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
- Facilitates enablement sessions, business reviews, and operational check-ins for assigned accounts
- Shares relevant platform updates, documentation, or knowledge articles to help customers adopt best practices
- Conducts specialized design demonstrations and reviews of Equinix virtual products for mid/large strategic customer
- Hosts customer training and learning sessions on design usage
Best Practice Development
- Contributes to internal documentation and process improvements based on customer experiences
- Supports knowledge sharing across the TAM team by documenting learnings and repeatable guidance
- Gathers customer feedback and translates the business needs into effective recommendations for specialized level product organization
Collaboration / Communication
- Works closely with Sales, Product, Support, and other teams to ensure clear communication and alignment on customer needs
- Keeps internal stakeholders updated on customer progress, escalations, and technical engagement status
- Supports account growth by identifying potential expansion opportunities or needs
- Assists account teams in efforts to maintain existing customer relationships and identify new opportunities
- Proactively manages specialized level customer situations
- Actively contributes to a positive team culture
Subject Matter Expertise
- Demonstrates strong working knowledge of Platform Equinix, including Equinix Fabric, Network Edge, Internet Exchange, core interconnection services, and other relevant Equinix products
- Maintains and applies hands-on technical expertise across core networking (VLANs, BGP, routing), public cloud platforms (AWS, Azure, GCP), and hybrid infrastructure
- Leverages practical experience, such as from a network engineering or cloud operations background, to provide credible, real-world guidance to customer technical staff
- Participates in technical discussions to guide and support customer objectives and stays current on updates and enhancements to the Equinix product portfolio
- Articulates seasoned level knowledge of Equinix products and technical domains including: networking, security, cloud, data science, compute, application development, and enterprise applications
Relationship Management
- Builds trust and credibility with customer technical contacts through consistent, high-quality engagement
- Maintains regular communication cadence and provides timely follow-ups on action items and technical topics
- Builds strong working relationships with technical counterparts while supporting specialized customer accounts in their use of Equinix digital products
Team Collaboration
- Collaborates with peers to solve technical issues, share knowledge, and support team success
- May mentor newer TAMs or support onboarding activities as a subject matter contributor
Qualifications
- 4-7 years of experience in a technical, customer-facing role such as Technical Account Management, Solutions Engineering, Network Support Engineering, or Cloud Operations.
- Bachelor's degree or equivalent experience
- Demonstrable experience with Equinix digital services or similar interconnection solutions (e.g., cloud on-ramps, virtual routing)
- Proven, hands-on experience with Layer 2/Layer 3 networking concepts, routing protocols (BGP), and public cloud connectivity (e.g., AWS Direct Connect, Azure ExpressRoute, Google Cloud Interconnect)
- Networking or cloud certifications (e.g., Cisco CCNA, Juniper JNCIA, AWS Solutions Architect, Microsoft Azure Network Engineer, Google Cloud Network Engineer) are strongly preferred
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.
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