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,