Global Cloud Support Engineer - Frontline Troubleshooter

Accenture Southeast Asia; Petaling Jaya; On-site; MYR 90,000 - 150,000; Full time

Job summary

Accenture Southeast Asia seeks a Senior Frontline Cloud Support Engineer to serve as the first point of contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other supported service channels.

You will perform in-depth initial troubleshooting, support complex and high-impact cases, prepare escalation materials, and coordinate with specialized support or product teams until customer issues are resolved.

Qualifications

• Associate or bachelor’s degree in computer science, information technology, network engineering, or related field, or equivalent experience.
• At least 5 years of full-time experience in Cloud Support, IT technical support, IT operations, Service Desk, or Help Desk and ownership of complex cases.
• Hands-on experience with ITSM tickets, hotline calls, email, chat or other supported service channels.
• Strong Mandarin language skills and good English for customer support, ticket documentation, escalation, and collaboration.
• Hands-on experience with major public cloud platforms and services (VMs, virtual networks, storage, monitoring, etc.).
• Experience with Linux or Windows Server administration and troubleshooting.

Responsibilities

• Serve as the first point of contact for international public cloud customers via messaging, tickets, and hotline calls.
• Perform initial troubleshooting and escalate to specialized teams when needed.
• Prepare escalation materials and coordinate with product teams until resolution.
• Contribute to knowledge base development and process improvement.
• Support capability development of less-experienced engineers.
• Maintain clear documentation and communicate progress to customers during incidents.

Skills

Mandarin communication

English communication

Customer service mindset

Ownership & accountability

Education

Bachelor's or associate degree in CS/IT/Networking

Tools

ITSM tools

Public cloud platforms

Job description

Accenture Southeast Asia seeks a Senior Frontline Cloud Support Engineer to serve as the first point of contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other supported service channels.

You will perform in-depth initial troubleshooting, support complex and high-impact cases, prepare escalation materials, and coordinate with specialized support or product teams until customer issues are resolved.