Alibaba Cloud · 23 hours ago
AliCloud Intelligence Group-Alibaba Cloud Intelligence-International Business Unit -International Customer Technical Servic
Sunnyvale, CA
Full-time
Onsite
Senior Level
5+ years expAlibaba Cloud is a leading provider of cloud computing services, and they are seeking a Customer Technical Service professional to provide technical support and optimize cloud usage for their customers. The role involves monitoring technical issues, conducting risk inspections, and delivering tailored service management to enhance customer satisfaction and ensure successful cloud migration.
Artificial Intelligence (AI)Cloud ComputingBig DataSoftwareCloud Data ServicesCloud ManagementData CenterData ManagementFoundational AI
Responsibilities
Continuously monitor and analyze customers’ technical challenges; assisting customers and technical support engineers in the quick and efficient handling of support tickets through an in-depth understanding of customer business
In various industries, correctly analyze customer usage and needs based on their business scenarios and cloud product usage, uncover real product requirements, and assist in the continuous optimization of products
Handle critical incident response to assist rapid business recovery, including fault containment and related safeguarding measures
Conduct inspections on cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments
Design critical architecture monitoring and alerting solutions aligned with customers’ cloud-based business needs, enabling intelligent monitoring and early warnings to enhance business efficiency and user experience
Evaluate end-to-end business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways
Collaborate with customers to conduct high-availability drills under extreme scenarios, simulating failure conditions, practicing business failover procedures, and participating in post-drill reviews
Guide customers in new product selection and optimize product usage methods, align with industry best practices, avoid common adoption pitfalls, and distill customer-centric optimal cloud practice guides
Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer’s cloud migration journey
Support comprehensive optimization aligned with Well-Architected Framework principles, covering security & compliance, operational stability, cost optimization, and high-performance architecture design
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
Deliver customized technical assurance programs 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
Own enterprise customer satisfaction by ensuring rapid issue resolution and smooth project delivery, while continuously providing actionable cloud usage recommendations and stability assurance solutions to holistically enhance customer cloud experience and satisfaction
Assist customers in migrating business workloads to the cloud by providing expert services including application/big data architecture design, database tuning, application/big data performance optimization, data governance, and security operations; deliver industry-specific best practices and solutions for cloud product adoption
Identifies key decision-makers within customer organizations, engages in dialogue using the customer’s terminology and perspective to build trust, uncovers product and technical requirements, generates qualified business opportunities, and ensures successful fulfillment
Qualification
Required
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
Company
Alibaba Cloud
Alibaba Cloud develops cloud computing and data management services. It is a sub-organization of Alibaba Group.
10001+ employees
H1B Sponsorship
Alibaba Cloud has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (14)
2023 (2)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$1.2BKey Investors
Alibaba Group
2015-07-29Series B· $1B
2012-09-20Series A· $200M
Recent News
2026-02-07
2026-02-06
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