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About the Role

Provide customer-proximate technical support, focusing on resolving technical challenges, tracking requirements, and ensuring stability and optimization of cloud-based business operations. This role involves emergency response, risk inspection, proactive services, and end-to-end assessments to enhance business efficiency and user experience.

Responsibilities

Monitor and analyze customer technical challenges to facilitate quick resolution.
Analyze customer usage and needs to identify product requirements for continuous optimization.
Handle critical incidents to assist rapid business recovery.
Inspect cloud product usage for workload, capacity, risks, and changes.
Design architecture monitoring and alerting solutions for intelligent monitoring and early warnings.
Evaluate business application dependencies and provide risk alerts.
Conduct high-availability drills with customers to simulate failures and practice failover.
Provide dedicated support during customer peak business events.
Guide customers in product selection and usage optimization, aligning with best practices.
Assist customers in managing cloud resources, including utilization analysis and capacity planning.
Deliver best practice guidance for account structure, permissions, networking, and resource provisioning.
Support optimization aligned with Well-Architected Framework principles.
Establish service and communication channels during cloud adoption.
Deliver customized technical assurance programs and roadmaps.
Ensure enterprise customer satisfaction through rapid issue resolution and project delivery.
Assist customers in migrating workloads to the cloud with expert services.
Identify key decision-makers, build trust, uncover requirements, and generate business opportunities.
Ensure successful fulfillment of customer needs.

Requirements

5+ years of experience in solution design, architecture design, server-side development, delivery, or operations & maintenance of large-scale internet applications or group-level enterprise applications in industries such as internet and finance.
Familiarity with mainstream AI technologies and application paradigms (large language models, RAG, AI agents, model-as-a-service).
Ability to deliver end-to-end technical services for customers' AI workloads.
Solid technical background with experience developing or operating large-scale applications on cloud products.
Technical understanding and hands-on experience in cloud-native, big data, databases, networking, and middleware.
Mastery of the underlying architecture of key products for supported business lines.
Mastery of professional technical capabilities for supported business lines.
Mastery of cross-product system architecture for solution design and troubleshooting.
Ability to accurately identify and segment customers and key stakeholders.
Ability to develop tailored engagement approaches for different customer groups.
Ability to create a constructive communication atmosphere, capture key points, listen effectively, and express ideas clearly.
Strong service awareness: drive customer issues to resolution and ensure customer satisfaction.
Ability to communicate with customer executives in a well-prepared manner.
Operations technology management capability: ability to review customer business architecture and provide cloud best-practice solutions.
Ability to act as the primary owner of customer technical projects.
Ability to assist customers in resolving difficult technical problems and drive technical initiatives.
Systematic and comprehensive solution design and architecture capability.
Ability to decompose complex technical problems and form well-rounded technical judgments.
Well-versed in practical cases for common business scenarios.
Ability to tailor optimization plans to customer business scenarios.
Ability to identify customer risks and drive solutions to implementation.
Chinese mandarin speaker preferred, or work proficiency.

Skills

Solution design
Architecture design
Server-side development
Operations & maintenance
Large-scale internet applications
Enterprise applications
AI technologies
Large language models
RAG
AI agents
Model-as-a-service
AI architecture review
Model selection
Invocation-chain design
Operational governance of model invocation
Stability assurance for critical AI events
AI cost assessment & optimization
Cloud-native
Big data
Databases
Networking
Middleware
Cross-product system architecture
Customer segmentation
Stakeholder engagement
Communication
Active listening
Problem-solving
Customer service
Technical project management
Hypercare
Technical transformation
Cloud migration
High-availability optimization
Capacity planning
Architecture optimization
Disaster recovery
Cost assessment & optimization

Experience Level

5+ years of experience