IT Service Management Specialist - Mandarin Support

Accenture PLC; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

Accenture PLC in Kuala Lumpur is seeking a partner engineering professional to support external developer partners integrating with Client's developer platforms and APIs, bridging external engineers with internal infrastructure and providing end-to-end technical guidance and support.

The role emphasizes multilingual execution in Mandarin and English, onboarding, integration, troubleshooting, and documentation.

Qualifications

• Bachelor's degree in computer science or related field.
• 2–4+ years in Partner Engineering or API work.
• Strong written and spoken English and Mandarin.

Responsibilities

• Guide onboarding & integration for external partners.
• Provide technical enablement and environment configuration guidance.
• Triage inquiries and ensure SLA targets.
• Analyze logs and reproduce defects for escalation.

Skills

RESTful APIs

OAuth 2.0

SQL queries

Cloud platforms

Mandarin-English

Education

Bachelor's degree in Computer Science

Tools

Postman

curl

gRPC tools

Job description

Position Overview

We are seeking suitable candidate to support external developer partners integrating with Client's developer platforms and APIs. These roles bridge the gap between external engineering teams and internal platform infrastructure, providing end-to-end technical guidance, integration enablement, and operational support.

Multilingual Operational Execution:

Ability to translate and explain technical concepts (API endpoints, auth tokens, error payloads) during live partner calls and regional emails, while maintaining all internal ticket documentation in clear Mandarin and English.

Core Responsibilities

1. Partner Technical Onboarding & Integration

• Integration Lifecycle Management: Guide third-party developer partners through structured onboarding phases, tracking milestones from credential provisioning to full production launch.
• Technical Enablement & Environment Configuration:
  • Validate partner cloud environment configurations, IAM policies, and service accounts for secure API access.
  • Facilitate developer allowlisting, API quota allocations, developer portal documentation access, and sandbox testing resources.
• Technical Consultation & Alignment: Lead technical kickoff meetings and recurring architecture check-ins with external software engineers and product managers; address technical questions and unblock implementation hurdles.
• Pre-Launch Audits & Data Validation: Review partner technical questionnaires, audit integration workflows and data schemas, inspect test request/response payloads, and verify adherence to API policies before authorizing production traffic.

2. Reactive Technical Support & Troubleshooting

• Queue Triage & SLA Adherence: Manage inbound technical support queues, categorize inquiries, and ensure all partner issues meet strict response and resolution SLA targets.
• Root-Cause Diagnostic Investigation:
  • Troubleshoot authentication and authorization issues (OAuth 2.0 flows, token scopes, and service account access).
  • Investigate API anomalies across environment modes (sandbox/testing vs. production), payload structures, and client library integrations.
  • Diagnose rate limiting (HTTP 429), quota exhaustion, latency spikes, and payload validation errors.
• Log Analysis & Data Diagnostics: Query backend event logs and database tables using SQL to investigate data discrepancies, verify transaction delivery, and validate platform metrics.
• Reproduction & Escalation: Recreate partner API requests to isolate client-side integration bugs from core platform defects; prepare concise reproduction steps and bug reports for engineering escalation.
• Operational Quality & Documentation: Maintain high standards of ticket documentation, follow strict communication protocols without disclosing sensitive infrastructure details, and update partner-facing technical FAQs and troubleshooting guides.
  

Job Requirements

• Education: Bachelor's degree in computer science, Information Technology, Software Engineering, or equivalent practical experience.
• Experience: 2-4+ years of experience in Partner Engineering, Technical Solutions, Solutions Architecture, API Integration Engineering, or L2/L3 Developer Support.
• API & Web Protocols: Strong working knowledge of RESTful APIs, RPC/gRPC architectures, HTTP status codes, JSON payload inspection, and OAuth 2.0 (specifically server-to-server / service account workflows).
• Data & Log Analysis: Proficient in SQL (complex queries, joins, aggregations, timestamp filtering) to investigate backend logs, event tables, and reporting discrepancies.
• Cloud & Identity Platforms: Hands-on experience with cloud platforms (e.g., Google Cloud Platform, AWS, Azure), IAM permissions, and service account configuration.
• Communication & Stakeholder Management: Excellent written and verbal technical communication skills. Proven track record of leading technical meetings with external developers and explaining complex technical topics clearly and professionally.
• Language Proficiency: C1-level proficiency in both Mandarin and English across reading, writing, listening, and speaking.
• Business Hours: Ability to work during China business hours.

Preferred Qualifications (Nice-to-Haves)

• Experience supporting external developer ecosystems, partner platforms, or API marketplaces at scale.
• Hands-on familiarity with enterprise ticketing systems, cloud logging/monitoring platforms, and API testing tools (e.g., Postman, curl, gRPC tools).
• Basic scripting proficiency in Python, Bash, or JavaScript for API request testing, payload validation, or workflow automation.
• General familiarity with creator economy, digital video platforms, or online advertising ecosystems.