International Customer-Proximate Technical Support

Job Description

We are seeking an experienced Technical Services / Cloud Solutions Engineer to provide customer-facing technical support, cloud architecture guidance, service assurance, and business stability solutions for enterprise customers. This role will work closely with customers, support engineers, solution architects, and internal technical teams to ensure successful cloud adoption, workload migration, issue resolution, and long-term customer satisfaction.

Key Responsibilities

Customer-Facing Technical Support

• Monitor, analyze, and resolve customers' technical challenges by understanding their business scenarios and cloud product usage.

• Assist customers and technical support engineers in handling support tickets quickly and efficiently.

• Analyze customer usage patterns and business needs across different industries to identify real product requirements.

• Provide feedback to internal teams to support continuous product and service optimization.

Stability Support and Service Assurance

• Support critical incident response, including fault containment, emergency handling, and rapid business recovery.

• Conduct risk inspections covering cloud workload usage, business capacity, risk events, and change notifications.

• Design monitoring and alerting solutions based on customer cloud environments to improve operational visibility and early-warning capabilities.

• Assess end-to-end business application dependencies across cloud and on-premises environments.

• Provide risk alerts and optimization recommendations for critical business paths.

• Work with customers to conduct high-availability drills, simulate failure scenarios, validate failover procedures, and participate in post-drill reviews.

Cloud Governance and Optimization

• Guide customers on cloud product selection, adoption methods, and best practices.

• Help customers avoid common cloud adoption risks and build practical cloud usage guidelines.

• Provide Landing Zone guidance, including account structure, permission design, networking, and resource provisioning.

• Support Well-Architected reviews covering security, compliance, operational stability, cost optimization, and high-performance architecture.

• Recommend improvements for architecture, operations, disaster recovery, capacity planning, and cost efficiency.

Migration and Technical Project Support

• Assist customers in migrating business workloads to the cloud.

• Provide expert guidance on application architecture, big data architecture, database tuning, performance optimization, data governance, and security operations.

• Deliver industry-specific best practices and technical solutions for cloud product adoption.

• Own customer technical projects, including operational assurance, technical transformation, stack migration, and cloud modernization initiatives.

• Develop and execute technical roadmaps based on customer needs and product capabilities.

Customer Relationship and Opportunity Development

• Identify key decision-makers and stakeholders within customer organizations.

• Build trust with customers by communicating from their business and technical perspective.

• Uncover customer product and technical requirements and convert them into qualified business opportunities.

• Maintain long-term technical relationships with enterprise customers and support successful project delivery.

Requirements

• 5+ years of experience in solution design, architecture, backend development, delivery, operations, or technical support for large-scale internet applications or enterprise systems.

• Experience in industries such as internet, finance, or other enterprise technology environments.

• Strong hands-on experience developing, operating, or supporting large-scale applications based on cloud products.

• Technical expertise in one or more areas such as cloud-native technologies, big data, databases, networking, middleware, or distributed systems.

• Strong understanding of cloud product architecture and cross-product system integration.

• Ability to design solutions and troubleshoot complex technical issues across multiple cloud services and system layers.

• Strong customer-facing communication skills, with the ability to engage technical teams, business stakeholders, and senior client executives.

• Strong service mindset with ownership of customer issue resolution from beginning to end.

• Experience reviewing customer business architectures and providing cloud best-practice recommendations.

• Ability to manage customer technical projects related to operational assurance, cloud migration, architecture optimization, and technical transformation.

• Strong problem-solving skills with the ability to break down complex technical challenges and develop practical resolution strategies.

• Familiarity with common enterprise scenarios, including high availability, cloud operations, capacity planning, disaster recovery, security, cost optimization, and architecture refinement.

• Ability to work in a fast-paced, global, and cross-functional environment.