Global Cloud Support Engineer (24/7 Frontline)

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

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.