Field Application Engineer

ZStack, founded in 2015 and part of Alibaba Cloud, the two companies will leverage the “Apsara + ZStack” full-stack ecosystem to create a standardized and accessible integrated solution for cloud-edge computing.

Job Responsibilities

1. Be responsible for writing test and deployment plans for ZStack private cloud products, conducting on-site tests and optimizations, completing deployment and delivery, and project acceptance. Provide on-site technical training and knowledge transfer to customers, and write operation and maintenance manuals and troubleshooting guides to enhance the capabilities of the customer's operation and maintenance team.

2. Be responsible for handling complex faults and hardware issues at customer sites: server and storage hardware replacement, cluster downtime recovery, troubleshooting of software and hardware coupling problems, and diagnosing cloud platform faults in pure internal network environments; and after completing after-sales operation and maintenance and fault handling, write fault reports and conduct fault reporting.

3. Provide on-site escort for major customer operations: on-site execution and full-time supervision of high-risk operations eg. cloud platform major version upgrades, cluster expansion/migration, disaster recovery drills, and data recovery to ensure business continuity; complete regular inspections of customer cloud platforms, improve customer files, and ensure customer service satisfaction.

4. Collaborate with the remote technical support team to complete problem escalation and closure: synchronize on-site troubleshooting progress, jointly formulate solutions, verify the technical solutions provided remotely and feedback the execution results.

5. Work with the team to achieve on-site service KPIs (response time, customer satisfaction, first-time resolution rate), and participate in the construction of the internal technical knowledge base. Write on-site service cases, hardware compatibility manuals, and on-site operation SOPs to share technical experience.

Professional Requirements:

1. Possess a solid foundation in virtualization, storage, networking, and other software and hardware knowledge related to cloud computing.

2. Be familiar with Linux system configuration and operation and maintenance, and master Shell and Python scripting programming.

3. Be familiar with the operation, deployment, and maintenance of Ceph distributed storage.

4. Familiar with mainstream disaster recovery products and technologies such as Veeam, Commvault, NetApp, CDP and dual-active.

5. Be familiar with VMware VVF and VCF series products, have on-site technical support experience in hybrid cloud/multi-cloud, and hold the VCP-DCV certification (essential).

6. Have basic configuration capabilities for switch products such as Huawei, H3C, and Cisco, and server products such as Huawei, Inspur, HP, and Dell.

7. Be fluent in reading, writing, and speaking English and Chinese, and be able to communicate smoothly with the ZStack technical and R&D teams.

8. More than 3 years of experience in delivering cloud computing and virtualization-related products, and have independently completed at least 5 enterprise-level private cloud project deliveries.

Priority requirements:

1. With VCAP-DCV/VCP-NV/VCP-SAN certifications are preferred. ；

2. Holding certifications from hardware vendors (Dell EMC/HPE/Huawei) or CCNA/CCNP, RHCE certifications;

3. With on-site service experience in private cloud for highly regulated industries such as finance, government affairs, energy, and manufacturing;

4. With experience in on-site services for large clients and the ability to manage client relationships.