Intelligence-Technical Account Manager-International Customer Technical Service

Technical Issue Resolution and Requirement Tracking

• 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.

• Emergency Response:
  Handle critical incident response to assist rapid business recovery, including fault containment and related safeguarding measures.
• Risk Inspection:
  Conduct inspections on cloud product usage covering workload, business capacity, risk events, and change notifications tailored to customer environments.
• Proactive Services:
  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.
• End-to-End Assessment:
  Evaluate end-to-end business application dependencies, integrating cloud and on-premises risk assessments; provide recommendations and risk alerts for critical pathways.
• High-Availability Drills:
  Collaborate with customers to conduct high-availability drills under extreme scenarios, simulating failure conditions, practicing business failover procedures, and participating in post-drill reviews.
• Event Support:
  Provide dedicated support during customers’ peak business events, including architecture review, pre-event risk inspection, performance stress testing, failure simulation drills, and on-site support.

• Cloud Usage Optimization:
  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.
• Cloud Resource Management:
  Assist customers in managing cloud resources, including analysis of resource utilization, capacity planning, and implementation of elastic scaling solutions.
• Landing Zone:
  Deliver best practice guidance for account structure, permissions, networking, and resource provisioning throughout the customer’s cloud migration journey.
• Well-Architected Support:
  Support comprehensive optimization aligned with Well-Architected Framework principles.

• Service Management:
  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.
• Project Support:
  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.
• Satisfaction Assurance:
  Own enterprise customer satisfaction by ensuring rapid issue resolution and smooth project delivery.
• 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.

• 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…