岗位职责
客户贴身技术服务 • 技术问题处置：持续关注并分析客户用云技术问题，通过对客户业务的深入理解协助客户完成技术案例的快速高效处置。 • 需求追踪：在各行业结合客户业务场景和云产品使用情况，对客户使用情况和需求进行正确分析，挖掘真实产品需求并协助产品持续优化。 稳定性支持与保障 • 应急保障：重大故障问题的应急处置，协助业务快速恢复，故障逃逸等保障工作 • 风险巡检：针对客户使用云产品，进行使用负载，业务容量，风险事件，变更通知等巡检 • 主动服务：结合客户云上业务，制定关键架构监控和告警方案，实现智能监控和预警，提升客户的业务效率和用户体验。 • 全链路评估：对客户业务全链路调用评估，结合业务调用的云上/云下一体化风险评估，关键链路使用建议和风险提醒 • 高可用演练：围绕架构高可用方向，配合客户进行极端场景的高可用演练，模拟故障场景，演练业务逃逸实施并参与总结 • 活动护航：客户重大业务高峰活动护航，包括活动业务架构梳理，前置产品风险巡检，性能压测，故障演练，驻场保障等 云上业务治理与优化 • 用云优化：对客户新产品选型、产品使用方式、支撑行业最佳实践方案，规避通用行业客户使用误区，提炼围绕客户的最佳用云实践方案 • 云上资源管理：协助客户进行云上资源管理，业务资源使用率分析、容量管理和弹性伸缩方案保障 • 卓越架构支持：围绕卓越架构目标，对安全合规、稳定性、成本优化、高效性能方案等全方面优化工作支撑 服务保障 • 服务管理：为客户在云上使用过程中制定合理的服务及交流渠道，提供线上，现场，多项目多部门关键人员的服务交流方案支持，确保关键事件及重点项目的进展信息有效性，推进项目进展顺利落地。 • 项目支持：在客户使用云产品期间根据需求提供多样化的技术保障专项，并结合云产品特性和客户使用情况制定对应技术方案执行路线，保障技术专项的有效交付。 • 满意度保障：为企业客户满意度负责，从问题快速解决到项目平稳交付，并持续提供有效的云上使用建议和稳定性保障方案整体提升客户用云满意度。 AI相关技术解决方案及落地能力：包括且不限于GPU算力为核心的模型训练、微调、部署、推理优化，MaaS为核心的模型接入、调用调优、调用问题处理，AI Agent（Qoder/千问办公）相关的技术服务（Coach，skill设计，AI Agent集成解决方案设计和落地）。 As a Technical Account Manager (TAM) at Alibaba Cloud, you will be the trusted technical advisor and advocate for our enterprise customers, ensuring they maximize the value of Alibaba Cloud services and Generative AI solutions. You will bridge the gap between business objectives and technical execution, and contribute significantly to ensure customer success. Key Responsibilities: • Serve as the primary technical point of contact for enterprise customers, understanding their business goals, technical challenges, and cloud adoption roadmap. • Develop tailored cloud strategies, architectures, and best practices to align with customer needs, ensuring optimal performance, cost efficiency, and security. • Partner with sales, engineering, product, and support teams to deliver seamless end-to-end customer experiences and resolve complex technical issues. • Conduct regular technical reviews, risk assessments, and health checks to anticipate challenges, recommend enhancements, and drive continuous improvement. • Troubleshoot critical technical issues, escalate to internal teams when needed, and ensure timely resolution while maintaining customer trust. • Stay ahead of Alibaba Cloud’s evolving product portfolio (compute, storage, networking, security, databases, AI/ML) and educate customers on new features and use cases. • Gather and relay customer insights to internal stakeholders to influence product roadmaps and service improvements. • Ensure customer solutions adhere to industry standards, regulatory requirements, and Alibaba Cloud’s security best practices. AI-related technical solutions and implementation capabilities: including, but not limited to, model training, fine-tuning, deployment, and inference optimization centered on GPU computing power; model access, API call tuning, and troubleshooting centered on Model-as-a-Service (MaaS); and technical services related to AI Agents (such as Qoder/QwenWork)—including coaching, skill design, and the design and implementation of integrated AI Agent solutions.
职位要求
• 5-8年数据库/云原生/大数据，研发，AI技术方向工作/实践经验 • 有大型项目整体交付，开源产品分析开发经验，小型技术团队管理经验 • 具备运维技术管理能力，能对客户业务架构进行全盘梳理并给到云最佳实践方案 • 能主owner客户技术项目，包括护航保障、技术改造、搬栈迁移等 • 协助客户完成技术疑难问题解决，具备客户侧技术推动能力 • 准确识别和分类客户及关键干系人，针对不同的客户群体建立不同的应对措施 • 营造沟通氛围，把握沟通要点，有效倾听，清晰表达 • 良好的服务意识，能够对客户问题一根到底，切实帮助客户解决难题，并能保证客户满意度 • 对于特定领域，能够在有准备的情况下与客户高层沟通 • 具备系统性和全面性的解决方案设计和架构能力，能在复杂的技术环境下为客户提供可靠的解决方案 • 具备将复杂技术问题进行分解，形成综合技术判断和解决思路的能力 • 能独立完成一套基本的系统架构设计，仅涉及单个技术产品 • 掌握常见业务场景下的实践案例，能基于客户业务场景定制高可用优化、云上护航、容量规划、架构优化、容灾建设、成本评估及优化等优化方案，针对性识别客户风险，并有效落地方案 • 具备云原生、大数据、数据库、网络、中间件等领域中的一项或多项技术理解和应用经验。 • 掌握所支持业务线主要产品的底层架构 • 掌握所支持业务线的专业技术能力 • 掌握跨产品的系统架构，能基于此做方案设计或问题排查 • Bachelor’s degree in Computer Science, IT, Engineering, or a related field. • 5+ years in technical consulting, cloud architecture, customer success, or a similar customer-facing technical role. • Deep expertise in cloud computing (IaaS/PaaS/SaaS), infrastructure design, migration strategies, and troubleshooting. Hands-on experience with Alibaba Cloud, AWS, Azure, or Google Cloud is a plus. • Exceptional ability to translate technical concepts into business value for diverse audiences, from engineers to C-level executives. • Proven track record of managing multiple priorities, meeting deadlines, and delivering results in fast-paced environments. • A passion for diagnosing complex technical challenges and driving innovative solutions. • Willingness to travel occasionally for customer meetings or events. Preferred Qualifications: • Certifications in Alibaba Cloud (ACA/ACP), AWS, Azure, or other cloud platforms. • Experience in industries such as fintech, e-commerce, gaming, web3 ect. • Knowledge of DevOps, CI/CD pipelines, containerization (Kubernetes/Docker), or big data/AI technologies. • Proficiency in multiple languages (e.g., Mandarin,Catonese, English, etc.) for global customer engagement.
