Customer-Proximate Technical Support
Technical Issue Resolution: Continuously monitor and analyse customers technical challenges. Assist customers and technical support engineers in resolving support tickets quickly and efficiently, leveraging a deep understanding of the customer's business context and architecture.
Requirement Tracking: Across diverse industries, accurately analyse customer usage patterns and needs based on their business scenarios and cloud product consumption. Surface genuine product requirements and contribute to the continuous optimisation of Alibaba Cloud products.
Stability Support and Assurance
Emergency Response: Lead critical incident response to facilitate rapid business recovery, including fault containment, root-cause coordination, and implementation of safeguarding measures.
Risk Inspection: Conduct proactive inspections of cloud product usage, covering workload assessment, business capacity evaluation, risk event identification, and change notification management — all tailored to the customer's environment.
Proactive Services: Design critical architecture monitoring and alerting solutions aligned with customers cloud-based business needs, enabling intelligent monitoring and early warnings to enhance operational efficiency and user experience.
End-to-End Assessment: Evaluate end-to-end business application dependencies, integrating both cloud and on-premises risk assessments. Provide recommendations and risk alerts for critical pathways.
High-Availability Drills: Collaborate with customers to conduct high-availability drills under extreme scenarios — simulating failure conditions, practising business failover procedures, and participating in post-drill reviews and improvement actions.
Event Support: Provide dedicated support during customers peak business events, including architecture review, pre-event risk inspection, performance stress testing, failure simulation drills, and on-site or remote war-room support.
Cloud-Based Business Governance and Optimisation
Cloud Usage Optimisation: Guide customers in new product selection and optimise product usage methods. Align with industry best practices, help customers avoid common adoption pitfalls, and distil customer-centric optimal cloud practice guides.
Cloud Resource Management: Assist customers in managing cloud resources, including utilisation analysis, capacity planning, and implementation of elastic scaling solutions.
Landing Zone: Deliver best-practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer's cloud adoption journey.
Well-Architected Support: Drive comprehensive optimisation aligned with the Well-Architected Framework, covering security and compliance, operational stability, cost optimisation, and high-performance architecture design.
Service Assurance
Service Management: Establish appropriate service and communication channels for customers during cloud adoption. Provide tailored support across online, on-site, and multi-project/multi-department engagement models to ensure effective information flow for critical events and key initiatives, facilitating smooth project execution.
Project Support: Deliver customised technical assurance programmes based on customer needs during cloud product usage. Develop and implement targeted technical roadmaps aligned with product capabilities and customer scenarios to ensure successful delivery of technical initiatives.
Migration Expert Services: Assist customers in migrating business workloads to the cloud by providing expert services including application and big data architecture design, database tuning, performance optimisation, data governance, and security operations. Deliver industry-specific best practices and solutions for cloud product adoption.

5 Customer Relationship Building and Business Opportunity Development

Build and sustain trusted relationships with key customer stakeholders

Job Requirements

Over 5 year of experience in solution design, architecture, backend development, delivery, or operations for large-scale internet applications or enterprise-level systems in industries such as internet or finance
Possesses a technical background with hands-on experience in developing or operating large-scale applications based on cloud products
Possesses technical understanding and hands-on experience in one or more domains including cloud-native technologies, big data, databases, networking, and middleware.
Masters the underlying architecture of core products within the supported business lines.
Proficient in the specialized technical competencies required by the supported business lines.
Understands cross-product system architectures and is capable of performing solution design or troubleshooting based on this expertise.
Accurately identifies and categorizes customers and key stakeholders, establishing tailored response strategies for different customer segments.
Creates a constructive communication atmosphere, focuses on key discussion points, listens effectively, and articulates messages clearly.
Demonstrates strong service orientation—commits to fully resolving customer issues from start to finish and ensures high customer satisfaction.
In specific domains, capable of engaging in prepared, professional communication with senior-level client executives.
Possesses operations technology management capabilities, capable of conducting comprehensive reviews of customer business architectures and providing cloud best-practice recommendations.
Acts as the primary owner for customer technical projects, including operational assurance, technical transformation, and stack migration initiatives.
Assists customers in resolving complex technical issues and demonstrates strong capability to drive technical execution on the customer side.
Exhibits systematic and holistic solution design and architecture skills, able to deliver reliable solutions in complex technical environments.
Capable of decomposing complex technical challenges into manageable components, formulating integrated technical assessments and resolution strategies.
Familiar with practical case studies across common business scenarios; able to tailor optimization solutions—including high availability enhancement, cloud operations assurance, capacity planning, architectural refinement, disaster recovery setup, cost evaluation and optimization—based on customer-specific contexts, proactively identify risks, and effectively implement tailored solutions.

AI understanding and execution is Plus

Technical Account Management-Dubai