AI/ML Cloud Incident Engineer

Accenture Southeast Asia; Kuala Lumpur; Hybrid; MYR 90,000 - 130,000; Full time

Job summary

Accenture Southeast Asia in Kuala Lumpur is seeking a Level-3 Technical Support SME for Google Cloud AI/ML, with focus on Vertex AI, GenAI, and Conversational AI. You will handle complex incidents, perform root-cause diagnosis, and resolve issues while meeting SLOs, CSAT targets, and maintaining thorough documentation across phone, email, and chat channels.

The role requires strong incident ownership, cross-functional collaboration, and Mandarin B2. Hybrid working arrangements apply in Malaysia.

Qualifications

• Proven L2/L3 tech support for cloud AI/ML platforms with incident ownership.
• Ability to diagnose root causes using logs, metrics, and tracing.
• Strong communication with customers and cross-functional teams.

Responsibilities

• Own complex incidents end-to-end: triage, reproduce, diagnose, resolve.
• Provide response, diagnosis, resolution for queries via phone, email, chat.
• Maintain SLOs and high CSAT; document in case records.
• Assist consults from other tech support reps; use troubleshooting tools.
• File issue reports to engineers; collaborate to drive fixes and documentation.

Skills

L3 Support

Root Cause

Cloud Platforms

Mandarin B2

English Pro

Incident Ownership

Job description

Accenture Southeast Asia in Kuala Lumpur is seeking a Level-3 Technical Support SME for Google Cloud AI/ML, with focus on Vertex AI, GenAI, and Conversational AI. You will handle complex incidents, perform root-cause diagnosis, and resolve issues while meeting SLOs, CSAT targets, and maintaining thorough documentation across phone, email, and chat channels.

The role requires strong incident ownership, cross-functional collaboration, and Mandarin B2. Hybrid working arrangements apply in Malaysia.