Cloud Solution Engineer - Data Centre
Summary
The Cloud Solution Engineer acts as a technical partner to sales teams, managing pre-sales engagements, customer onboarding, and Tier 2 technical support for cloud data center solutions. The role involves bridging the gap between customer requirements and engineering teams to ensure successful implementation and issue resolution.
The Role
This role acts as a vital technical partner to the Business Development and Enterprise Sales teams across APAC. The individual will provide technical expertise throughout the customer lifecycle, including pre-sales engagement, post-sales onboarding, and issue resolution. The primary goal is to accelerate sales opportunities, strengthen customer confidence, and proactively address technical challenges before they impact business outcomes.
Key Responsibilities
Pre-Sales Technical Engagement
- Serve as the primary technical contact for inbound prospect inquiries generated by the Business Development team.
- Conduct technical discovery and qualification sessions to understand customer requirements and align them with the organization's solutions and capabilities.
- Support Solutions Architects by preparing demonstration environments, validating Proof of Concept (PoC) setups, and collecting preliminary logs and diagnostics for more complex technical investigations.
- Develop and maintain technical resources, including FAQs, troubleshooting documentation, and quick-start guides tailored to common sales and business development scenarios.
Customer Onboarding & Post-Sales Support
- Lead the technical onboarding process for new enterprise customers, ensuring successful account setup, access provisioning, and initial adoption.
- Provide Tier 2 technical support for strategic customers during pilot programs and early implementation phases, serving as a trusted technical point of contact.
- Partner closely with Support teams to identify, document, and escalate recurring issues that may affect customer experience, retention, or growth opportunities.
Business Development Collaboration
- Participate in key customer and sales engagements, providing real-time technical guidance on product capabilities, limitations, architecture, and integration approaches.
- Monitor, prioritize, and coordinate technical support requests from high-value prospects and customers within the sales pipeline, ensuring service levels are consistently achieved.
- Share ongoing insights with the Business Development team regarding common technical challenges, customer feedback, market requirements, and competitive observations.
Technical Liaison & Cross-Functional Collaboration
- Act as the advocate for prospects and customers by communicating technical challenges, enhancement requests, and emerging requirements to Product and Engineering teams.
- Investigate, document, and reproduce product defects or platform-related issues, ensuring clear escalation and resolution through the Engineering team.
Requirements
- Bachelor's Degree or Master's in Information Technology, Computer Science or relevant qualifications
- Possesses 2-4 years of experience in Cloud Data Centre
- Knowledge in Neo Cloud services are an added advantage
- Ability to speak fluently in English and Mandarin is beneficial for the purpose of liaising with mandarin-speaking stakeholders
- Able to thrive in a fast-paced environment while liaising with different internal stakeholders
If you feel that you or someone else fits the role, do feel free to apply to this job advertisement or send a relevant updated resume to irfan.m@jac-recruitment.com for a private and confidential discussion. Thank you and speak soon!
EA License: 90C3026 | EA Personnel: R22107188