International Customer-Proximate Technical Support

Onsite in Sunnyvale, CA, this senior customer-facing Technical Services and Cloud Solutions Engineer role focuses on enterprise cloud guidance, service assurance, and workload migrations.

Responsibilities

• Assess and troubleshoot customers' technical challenges by mapping their business context to cloud product usage, delivering practical solutions.
• Collaborate with customers and fellow support engineers to resolve tickets promptly and effectively.
• Examine usage patterns and business needs across industries to surface real product requirements.
• Relay insights to internal product and services teams to drive ongoing optimization.
• Participate in critical incident response, containing faults, handling emergencies, and enabling rapid recovery.
• Perform risk assessments focused on cloud workloads, capacity, risk events, and change notifications.
• Create monitoring and alerting strategies aligned with customer cloud environments to improve visibility and early warnings.
• Map end-to-end dependencies of business applications across cloud and on-premises environments.
• Provide risk alerts and optimization guidance for high-priority business paths.
• Collaborate with customers to run high-availability drills, simulate failures, validate failover procedures, and contribute to post-drill reviews.
• Advise on cloud product selection, adoption methods, and best practices.
• Help customers mitigate common cloud adoption risks and develop practical usage guidelines.
• Offer Landing Zone guidance covering account structure, permissions design, networking, and resource provisioning.
• Support Well-Architected reviews addressing security, compliance, operational stability, cost optimization, and performance.
• Recommend improvements across architecture, operations, disaster recovery, capacity planning, and cost efficiency.
• Assist in migrating business workloads to cloud environments.
• Provide expert guidance on application and big data architectures, database tuning, performance optimization, data governance, and security operations.
• Deliver industry-specific best practices and technical solutions to accelerate cloud product adoption.
• Own customer technical projects, including operational assurance, technical transformation, stack migration, and cloud modernization efforts.
• Develop and execute technical roadmaps aligned with customer needs and product capabilities.
• Identify decision-makers and stakeholders within customer organizations to align initiatives.
• Build trust by communicating from both business and technical perspectives.
• Extract product and technical requirements from customers and convert them into qualified opportunities.
• Maintain long-term technical relationships with enterprise clients to support successful project delivery.

Requirements

• 5+ years of experience in solution design, architecture, backend development, delivery, operations, or technical support for large-scale internet applications or enterprise systems.
• Experience in internet, finance, or other enterprise technology environments.
• Hands-on experience developing, operating, or supporting large-scale applications built on cloud products.
• Technical expertise in cloud-native technologies, big data, databases, networking, middleware, or distributed systems.
• Strong understanding of cloud product architecture and cross-product system integration.
• Ability to design solutions and troubleshoot complex issues across multiple cloud services and layers.
• Excellent customer-facing communication skills for engaging technical teams, business stakeholders, and executive leadership.
• Service mindset with ownership of customer issue resolution from start to finish.
• Experience assessing customer business architectures and offering cloud best-practice recommendations.
• Capability to manage customer technical projects related to operational assurance, cloud migration, architecture optimization, and transformation.
• Strong problem-solving skills to decompose complex challenges and craft practical resolutions.
• Familiarity with enterprise scenarios such as high availability, cloud operations, capacity planning, disaster recovery, security, cost optimization, and architecture refinement.
• Ability to thrive in a fast-paced, global, cross-functional environment.

Technologies

• Well-Architected