IT Service Management Specialist - Portuguese Support

Accenture PLC; Kuala Lumpur; Presencial; MYR 90 000 - 150 000; Tempo integral

Resumo da oferta

Accenture PLC in Kuala Lumpur is seeking a Partner Engineering Specialist to support external developer partners integrating with client platforms and APIs, bridging external engineering teams and internal infrastructure.

You will guide onboarding, enablement, and ongoing support, conduct audits, troubleshoot OAuth and API issues, analyze logs with SQL, and communicate complex technical topics in Portuguese and English during live calls and regional emails.

Qualificações

• Bachelor’s degree in computer science, Information Technology, Software Engineering, or equivalent practical experience.
• 2–4+ years of experience in Partner Engineering, Technical Solutions, Solutions Architecture, API Integration Engineering, or L2/L3 Developer Support.
• Strong working knowledge of RESTful APIs, RPC/gRPC architectures, HTTP status codes, JSON payload inspection, and OAuth 2.0.
• Proficient in SQL (complex queries, joins, aggregations, timestamp filtering) to investigate backend logs, event tables, and reporting discrepancies.
• Hands-on experience with cloud platforms (Google Cloud Platform, AWS, Azure), IAM permissions, and service account configuration.
• Excellent written and verbal technical communication skills; ability to lead technical meetings with external developers.
• Portuguese and English at C1 level across reading, writing, listening, and speaking.

Responsabilidades

• Partner Technical Onboarding & Integration: guide developers through onboarding, configure environments, provisioning credentials, sandbox access, and production readiness.
• Technical Enablement & Environment Configuration: validate cloud configs, IAM policies, service accounts, and access to developer portals and testing resources.
• Technical Consultation & Alignment: lead kickoff meetings and architecture check-ins; address questions and unblock implementation.
• Pre-Launch Audits & Data Validation: review questionnaires, audit workflows, inspect test payloads, verify API policy adherence.

Conhecimentos

Portuguese language

English language

Communication skills

Stakeholder management

Formação académica

Bachelor’s degree in Computer Science / IT / Software Engineering

Ferramentas

RESTful APIs

RPC/gRPC

OAuth 2.0

SQL

Cloud platforms (GCP/AWS/Azure)

Descrição da oferta de emprego

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.

Professional proficiency in Portuguese is required for this role. Candidates based outside Malaysia must be willing to relocate to Malaysia.

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 Portuguese 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 Portuguese and English across reading, writing, listening, and speaking.
• Business Hours: Ability to work during EMEA 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.

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