Cloud Support Engineer - Mandarin and English Support

Accenture Southeast Asia; Petaling Jaya; On-site; MYR 67,000 - 134,000; Full time

Job summary

Accenture Southeast Asia is seeking a Frontline Cloud Support Engineer to serve as the first contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other channels. You will perform initial troubleshooting, support high-impact cases, and coordinate with specialist teams until resolution.

You will also contribute to knowledge base development and the technical development of less experienced engineers.

Qualifications

• Associate or Bachelor's degree in computer science, information technology, network engineering, or related field.
• 2+ years of related Cloud/IT support experience.
• Strong Mandarin and English communication skills.
• Hands-on experience with cloud platforms and ITSM ticket handling.

Responsibilities

• Serve as first point of contact for international public cloud customers via chat, tickets, and hotline.
• Perform initial troubleshooting and coordinate with specialized teams to resolve issues.
• Prepare escalation materials and document problem details and actions taken.
• Create and maintain knowledge base articles and troubleshooting guides.
• Communicate progress and next steps to customers while managing expectations.

Job description

As a Frontline Cloud Support Engineer, you will serve as the first point of contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other supported service channels.

In addition to handling frontline customer requests, you will perform in-depth initial troubleshooting, support complex and high-impact cases, prepare high-quality escalation materials, and coordinate with specialized support or product teams until customer issues are resolved.

You will also contribute to knowledge base development, process improvement, case reviews, and the technical development of less experienced engineers.

This is a customer-facing frontline role that requires direct ticket and hotline handling, strong ownership, clear Mandarin and English communication, and the ability to work in a 24x7 rotating shift environment.

Key Responsibilities

• Serve as the first point of contact for international public cloud customers, providing remote technical support through instant messaging, ITSM tickets, and hotline calls.
• Understand customer requirements, assess business impact, and perform initial troubleshooting using knowledge bases, product documentation, monitoring information, logs, and diagnostic tools.
• Accurately gather customer requirements, identify technical issues, elevate tickets when necessary, and engage specialized support or product teams until the issue is fully resolved.
• Clearly document problem details, troubleshooting actions, and findings, and prepare comprehensive escalation materials for issues requiring further investigation.
• Create and maintain knowledge base articles and troubleshooting guides, share technical knowledge, and support the capability development of less experienced engineers.
• Proactively communicate troubleshooting progress, risks, and next steps to customers while managing their expectations professionally.

Qualifications

• An associate or bachelor's degree in computer science, Information Technology, Network Engineering, or a related field, or equivalent relevant experience.
• At least 2 years of full-time experience in Cloud Support, IT technical support, IT operations, Service Desk, or Help Desk, including customer-facing support experience.
• Hands-on experience handling customer technical issues through ITSM tickets, hotline calls, email, instant messaging, or other supported service channels.
• Strong verbal and written Mandarin communication skills, with good English communication skills for customer support, ticket documentation, escalation, and internal collaboration.
• Hands-on experience with at least one major public cloud platform, including practical experience with services such as virtual machines, virtual networks, security groups, elastic public IP addresses, load balancers, cloud storage, databases, monitoring, or logging.
• Hands-on knowledge of Linux or Windows Server administration and troubleshooting, including services, logs, system resources, permissions, connectivity, and remote access.
• Good understanding of network concepts, including TCP/IP, HTTP/HTTPS, DNS, VPN, ports, routing, security groups, and load balancing.
• Familiarity with ITSM processes and ticket-driven workflows, including prioritization, documentation, escalation, handover, customer updates, and closure.
• Strong customer service awareness, ownership, execution, logical thinking, and troubleshooting skills, with the ability to remain professional during urgent incidents, repeated follow-ups, and complaints.
• Willing and able to work in a 24x7 rotating shift environment.