AI/ML Cloud Engineer: Vertex AI & GenAI Incident Expert

Accenture Southeast Asia; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Accenture Southeast Asia seeks a Subject‑Matter Expert to provide Level‑3 technical support across Google Cloud’s AI/ML portfolio, focusing on Vertex AI, GenAI, and Conversational AI. The role emphasizes rapid incident response, RCA delivery, documentation, and cross‑functional collaboration across phone, email, and chat channels.

You will own complex incidents end‑to‑end, communicate transparently with customers, and collaborate with Google engineers to drive bugs to resolution.

Qualifications

• 2–6 years of experience in cloud AI/ML support.
• Proficient in Mandarin at B2 level and professional English.
• Experience with incident management and RCA delivery.
• Ability to work across phone, email, and chat channels.

Responsibilities

• Own complex incidents end-to-end: triage, reproduce, diagnose, and resolve issues.
• Response, diagnosis, resolution and tracking by phone, email and chat of customer support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Assist and respond to consults from other technical support representatives.

Skills

Incident ownership

Root cause analysis

Cross-functional collaboration

Communication skills

Mandarin B2

English proficiency

Cloud AI platforms experience

Education

Bachelor's degree in related field

Tools

Google Cloud Platform

Logging & monitoring tools

Tracing tools

Job description

Accenture Southeast Asia seeks a Subject‑Matter Expert to provide Level‑3 technical support across Google Cloud’s AI/ML portfolio, focusing on Vertex AI, GenAI, and Conversational AI. The role emphasizes rapid incident response, RCA delivery, documentation, and cross‑functional collaboration across phone, email, and chat channels.

You will own complex incidents end‑to‑end, communicate transparently with customers, and collaborate with Google engineers to drive bugs to resolution.