Technical Account Manager (Hybrid Cloud)

Role Overview

As a Technical Account Manager at Alibaba Cloud based in Dubai, you will be the primary technical liaison for customers, deeply understanding their business contexts to foster trust through customer-focused communication. You will collaborate with clients' IT, architecture, operations, and security teams to guarantee cloud platform reliability, performance, and security by applying best practices in risk governance, change management, incident response, and capacity planning. Your goal is to become a trusted technical advisor throughout the customers' digital transformation journey.

Key Responsibilities

• Manage end-to-end support across the cloud platform lifecycle including architectural design, launch assistance, daily operations, and performance optimization.
• Identify risks related to stability, cost, and security proactively; promote automation, observability, and Site Reliability Engineering (SRE) methodologies.
• Consolidate reusable best practices, diagnostic tools, and product-based solutions to improve Alibaba Cloud’s platform capabilities.
• Engage in pre-sales activities as the technical authority, assisting sales and solution architects with strategic accounts by leading Proof of Concept (POC) efforts and technical discussions.
• Recommend solutions leveraging Alibaba Cloud’s portfolio such as computing, storage, networking, databases, security, AI, and large language models.
• Enable customer success through regular technical health checks, architectural maturity evaluations, and cost efficiency analyses, enhancing satisfaction and platform retention.
• Serve as the customer's advocate by relaying feedback to product and R&D teams, contributing to product enhancements and optimizing service processes.

Requirements

• Minimum of 3 years’ experience in technical support, architecture design, or operational roles involving large-scale enterprise IT, cloud platforms, or internet applications, preferably in sectors like finance, government, retail, or manufacturing.
• Proficient in at least one major cloud platform (Alibaba Cloud, AWS, Azure, GCP) with strong cloud fundamentals knowledge across IaaS, PaaS, and SaaS.
• Deep expertise in two or more domains including:
• Cloud-Native & SRE: Kubernetes (ACK), Service Mesh, observability tools, high-availability architectures, Chaos Engineering.
• Data & Middleware: Performance tuning, HA solutions, disaster recovery for MySQL/PostgreSQL/Redis/Spring Cloud/RocketMQ.
• Networking & Security: VPC, dedicated connections, NAT, load balancing, zero-trust security, national cybersecurity compliance (like China’s MLPS), WAF/DDoS protection.
• AI/Large Model Engineering: Experience on LLM inference deployment, vector databases, prompt engineering, or AI application implementation is advantageous.
• Competence in scripting languages such as Python, Shell, or Java to automate tasks improving reliability and operational efficiency.
• Capability to independently deliver actionable cloud solutions including architecture assessments, cost optimization, and stability governance, accompanied by clear technical documentation.
• Demonstrable success with large customer POCs, technical proposal participation, solution demonstrations, and collaboration with sales and product teams to translate technical features into customer value.
• Strong ability to perform under pressure with a results-oriented approach and a readiness to travel when required.