Senior Cloud Support Engineer, Global 24x7 Frontline

7802 Accent.Tech.Solut.Sdn Bhd Company

Petaling Jaya

On-site

MYR 180,000 - 270,000

Full time

42 hours ago

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Job summary

Accenture is seeking a Senior Frontline Cloud Support Engineer to serve as the initial contact for international cloud customers. You will troubleshoot, escalate, and coordinate with specialist teams to resolve complex issues, while contributing to knowledge bases and process improvements.

You will own customer tickets across multiple channels, handle 24x7 shift schedules, and communicate clearly in Mandarin and English.

Qualifications

Associate or bachelor's degree in computer science, IT, network engineering, or related field.
At least 5 years of full-time Cloud Support/IT operations experience.
Experience owning complex customer cases and coordinating escalations.
Hands-on in customer issues via ITSM, tickets, hotline, email, chat.
Strong Mandarin communication; good English for support and documentation.
Experience with at least one major public cloud platform (VMs, VNets, IPs, load balancers, storage, databases).
Knowledge of Linux or Windows Server administration and troubleshooting.
Solid understanding of TCP/IP, HTTP/HTTPS, DNS, VPN, ports, routing, and load balancing.
Familiarity with ITSM processes and ticket-driven workflows.

Responsibilities

Serve as the first contact for international cloud customers via messaging, tickets, and calls.
Perform initial troubleshooting and escalate to specialized teams as needed.
Produce escalation materials and coordinate with product teams to resolution.
Develop knowledge base articles and support documentation.
Communicate progress and next steps to customers and manage expectations.