GTM Engineer: Customer Experience & Lifecycle

About the role

We are looking for a builder to elevate how Equinix identifies, engages, and converts new opportunities, designing the automations and AI-powered systems that fuel top-of-funnel pipeline generation across both demand generation and sales development motions.

Responsibilities

• Automate the research, preparation, and follow-up that surrounds customer conversations so CSMs spend their time on the relationship, not the administrative work around it
• Create onboarding and adoption automation that accelerates time-to-value for new customers and reduces manual coordination across Customer Success and delivery teams
• Create intelligent support routing, case deflection, and delivery workflow automation that frees teams from administrative overhead and surfaces escalation risks before they become problems
• Serve as the builder for ideas that originate in the field -- when sellers, marketers, or customer success managers identify an opportunity but lack the technical depth to execute on it, you turn their insight into a production-ready solution on their behalf
• Act as a trusted advisor to individuals across the GTM organization who are already building their own agents and automations, helping them mature those citizen-built solutions into scalable, governed, production-ready capabilities
• Partner with the engineering and IT organization on more technically complex builds, bringing the GTM context and business requirements while leveraging their infrastructure and architectural expertise to deliver at scale
• Run data-driven experiments on customer experience and post-sale workflows and automation, measure impact against retention, customer satisfaction, and delivery metrics, and scale what works into durable infrastructure
• Ensure every solution deployed is built to last, with appropriate guardrails around cost, performance, and operational sustainability so what gets built continues to deliver value without runaway overhead

Qualifications

• Hands-on experience building and deploying AI-powered workflows and agentic systems in a production environment, with a track record of writing business logic, designing solution architecture, and shipping reliably at pace
• Strong technical foundation with the ability to build, troubleshoot, and iterate on complex workflows
• Strong proficiency and experience integrating across Customer Success and service systems, CSP platforms, support tooling, project management systems, and CRM
• Familiarity with data warehouses, BI tools, or event-driven systems
• Experience with LLMs, prompt engineering, and agent design applied to real post-sale workflow problems
• Deep understanding of post-sale motions across Customer Success, support, delivery, and renewals, you know what a CSM does, how health scores are built, what drives churn, and what a customer supporter and delivery manager worries about
• Understanding of customer support operations, case routing logic, and deflection mechanics
• Commercial bias: you evaluate every workflow against the retention and delivery outcome it was designed to drive, not just whether it runs cleanly
• Curious and an experimental mindset, you approach GTM problems like a detective, test hypotheses, and iterate based on what the data shows
• Ability to communicate concisely and confidently about technical topics with non-technical stakeholders, and translate business requirements into technical designs