Production Support Engineer - Hyperforce on Alibaba Cloud

United States Digital Space LLC; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

United States Digital Space LLC is seeking a Production Support Engineer for Hyperforce on Alibaba Cloud. You will detect, investigate and resolve outages across infrastructure and Java applications, building observability tooling and automation to boost reliability.

You’ll work with Infra and Engineering on incident management, SRE practices, and post‑mortems, delivering proactive improvements and coordinating across teams in a high‑pressure, global environment.

Qualifications

• BS or MS in Computer Science or a related technical field involving systems engineering.
• 5+ years infrastructure and applications systems engineering experience in enterprise-scale Internet services.
• 5+ years experience configuring and managing Public Clouds using CLI/SDKs (Alibaba or AWS preferred).
• 5+ years experience in Java, Python, or Go; ability to pick up new languages.
• Experience in Unix/Linux environments and strong OS fundamentals.
• Strong English and Mandarin communication for working with Greater China region customers.
• Incident management experience during Sev0/Sev1 incidents and postmortems.
• Experience building with Claude Code or similar AI development tools.

Responsibilities

• Detect, investigate and resolve outages across infrastructure and Java applications.
• Create observability tooling and monitoring to improve service reliability.
• Lead or participate in incident management during major outages.
• Collaborate across development, infrastructure, and support teams to resolve cross‑product incidents.
• Drive proactive automation and service design improvements; participate in drill exercises.

Skills

Java

Python

Go

Cloud platforms

Automation

Linux

Monitoring

Incident management

English

Mandarin

Education

BS/MS in Computer Science

Tools

Jenkins

Docker

Terraform

Kubernetes

Spinnaker

Job description

Job Category

Software EngineeringJob Details

About the company

the company is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping the company's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of the company.

About the Role

the company is partnering with Alibaba Cloud to offer its core products in China, helping support existing multinational customers who want to expand their presence in the Greater China Region (GCR) and need the company to run in China to meet the China regulatory guidance.

The Hyperforce on Alibaba Cloud Production Support Engineering team is an Organization within Security Engineering, with an exciting mission to bootstrap adoption of the industry’s leading-edge SRE principles and best practices at the company. We are looking for experienced Software Engineers/DevOps Engineers with a strong automation mindset , a proven track record of delivering automation solutions with hands‑on experience troubleshooting Infrastructure and Java applications to join this growing team. Working closely with counterparts in the Infrastructure and Engineering organizations, this Hyperforce on Alibaba Cloud Production Support Engineering group owns the reliable delivery of service to the company engineering teams and customers running on Alibaba cloud infrastructure. This organization provides round‑the‑clock, follow‑the‑sun situational awareness and leadership in the swift resolution of any service‑impacting issues, driving customer success.

As a member of the team, you will be responsible for detecting, investigating and resolving system failures and complex outages across infrastructure and java applications, including creation of the observability tooling necessary for your success. This objective is met by monitoring the services, reacting to problems, proactively addressing issues before they affect performance or availability, and working with Engineering teams to define service level objectives and improving service design and implementation to increase reliability through closed-loop feedback. This engineer should be comfortable working through ambiguity, coordinating with multiple engineering teams.

Hyperforce on Alibaba Production Support Engineer focuses more on proactive automation , and targets 50%+ time spent on improving service design for reliability, extending monitoring and operational automation, driving self‑healing and resiliency initiatives and game day exercises. The incumbent in this role would demonstrate a strong focus on tactical operations, as well as large-scale production engineering and orchestration. Core Competencies focus on technical troubleshooting and investigation, where engineers serve as experts leading the resolution of complex customer issues and production trends. The role involves bridging gaps by acting as a facilitator between development, infrastructure, and support teams to eliminate finger‑pointing during cross‑product incidents and drive progress. Furthermore, the team champions customer advocacy by being the voice of the customer within Engineering, influencing bug prioritization and service design based on real‑world impact. Finally, a commitment to operational excellence ensures the delivery of comprehensive production health checks and training programs to improve the supportability and reliability of the company products.

The successful candidate will demonstrate strong ownership, initiative, and accountability. They will be able to prioritise work independently, communicate progress and risks clearly, and take an idea from initial investigation through design, implementation, rollout, and measurable operational improvement.

Minimum qualifications:

• BS or MS in Computer Science or a related technical field involving systems engineering
• Experience will be evaluated based on alignment to the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer work, etc.).
• 5+ years infrastructure and applications systems engineering experience in enterprise‑scale Internet services. Experience in analyzing and troubleshooting systems using logging, distributed tracing, stack traces, and debuggers
• 5+ years experience configuring and managing any of the Public Clouds using CLI/SDKs and automation (Alibaba or AWS preferred)
• 5+ years experience in at least one of the following languages: Java, Python, Go. Ability to pick up new languages
• Experience in Unix/Linux environments with good understanding of operating systems internals (e.g., filesystems, system calls)
• Working knowledge of the TCP/IP stack, routing and load balancing technologies
• Working knowledge of design principles of monitoring and alerting systems
• Ability to operate in a high‑pressure environment, troubleshoot complex issues quickly, and successfully handle multiple priorities
• Systematic problem‑solving approach, coupled with a strong sense of ownership and drive
• Incident management - Act in key support roles during major incidents e.g. Sev0, Sev1. Also, participate in the technical review of the incident for problem management
• Experience leading complex technical troubleshooting and investigation of critical customer issues and production trends.
• Proven ability to act as a facilitator between development, infrastructure, and support teams to resolve cross‑product incidents.
• Strong communication skills in English and Mandarin is required to work with customers from the Greater China Region.
• Perform Schedule Change Request
• Experience building with Claude Code or similar AI development tools

Preferred qualifications:

• A good understanding and practice in large‑scale distributed systems
• Experience in designing and deploying high performance production services with extensive monitoring and logging practices
• CI/CD automation experience, including understanding of key open source technologies like Jenkins, Spinnaker, and Docker
• Experience defining immutable infrastructure via Terraform/Cloud Formation or other approaches across large footprints and distributed teams
• Experience with on‑call rotation, leading incident response and no‑blame postmortem analysis
• Ability to debug, optimize code, and automate routine tasks
• Customer/Partner Facing Experience
• Strong track record of customer advocacy, influencing service design and bug prioritization based on real‑world customer impact.
• Leadership experience in major incident management (Sev0/Sev1) and driving operational excellence through comprehensive health checks.
• Have release/build experience

Unleash Your Potential

When you join the company, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form .

Please note that the company uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

the company is an equal opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. What does that mean exactly? It means that at the company, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their the company employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at the company are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.