Technical Account Manager; Hybrid Cloud

Job Responsibilities

• Serve as Alibaba Cloud’s core technical interface on the customer side: immerse yourself in customer business scenarios, build trust through customer-centric communication, and collaborate closely with customers’ IT, architecture, operations, and security teams. Ensure high availability, performance, and security of cloud platforms via risk governance, change management, incident response, capacity planning, and other practices—becoming a trusted long-term technical partner in customers’ digital transformation journey.
• Lead end-to-end operational support across the cloud platform lifecycle—from architecture design and launch support to daily operations and optimization. Proactively identify risks in stability, cost, and security; drive adoption of automation, observability, and Site Reliability Engineering (SRE) practices; and consolidate reusable best practices, diagnostic tools, or productized solutions to enhance Alibaba Cloud’s platform capabilities.
• Act as a technical expert in pre-sales initiatives: partner with frontline sales and solution architects to engage strategic accounts, execute Proof of Concept (POC), lead technical discussions, and design solutions. Deliver credible, actionable recommendations leveraging Alibaba Cloud’s full product portfolio (computing, storage, networking, databases, security, AI, and large language models) to secure deals and realize customer value.
• Drive customer success and value realization through regular technical health checks, architecture maturity assessments, and cost optimization analyses. Empower customers to “use and manage the cloud effectively,” continuously elevating satisfaction and platform stickiness.
• Serve as the voice of the customer: channel frontline insights to product and R&D teams to advance product enhancements, documentation, and service process optimization—building a truly customer-centric technical service ecosystem.

• 3+ years of hands‑on experience in technical support, architecture design, or operations for large‑scale enterprise IT systems, cloud platforms, or internet applications. Proven track record serving complex industries (e.g., finance, government, retail, manufacturing).
• Proficiency in at least one major cloud platform (Alibaba Cloud, AWS, Azure, or GCP) with deep understanding of cloud fundamentals (IaaS/PaaS/SaaS). Strong troubleshooting skills in public/hybrid cloud environments preferred.
• Solid expertise and practical experience in at least two of the following domains:
• Cloud‑Native & SRE:
  Kubernetes (Alibaba Cloud Container Service for Kubernetes, ACK), Service Mesh, observability (logging/monitoring/tracing), high‑availability architecture, Chaos Engineering
• Data & Middleware:
  Performance tuning, HA solutions, and disaster recovery design for MySQL/Postgre
  
  SQL/Redis/Spring Cloud/Rocket
  
  MQ, etc.
• Networking & Security:
  Cloud networking (VPC/dedicated connections/NAT/load balancing), zero‑trust security, compliance with national cybersecurity standards (e.g., China’s MLPS), WAF/DDoS protection
• AI/Large Model Engineering:
  Experience with LLM inference deployment, vector databases, prompt engineering, or AI application implementation is a plus
• Proficiency in at least one language (Python, Shell, Java, etc.) to develop automation scripts/tools that improve operational efficiency and system reliability.
• Ability to independently deliver actionable solutions (cloud architecture assessment, cost optimization, stability governance) and produce clear, implementable technical documentation.
• Demonstrated experience in large‑customer POCs, technical proposal responses, solution demos, or co‑designed solutions. Skilled at collaborating with sales and product teams to translate technical capabilities into tangible customer value.
• Strong execution under pressure, results‑driven mindset, and willingness to travel as business requires.