Senior Cloud Support Engineer — Global 24x7 Frontline

Accenture PLC; Petaling Jaya; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

Accenture PLC is seeking a Senior Frontline Cloud Support Engineer to be the first point of contact for international public cloud customers. You will handle frontline requests via chat, tickets, and hotline, and perform initial troubleshooting.

You will coordinate with specialist teams to resolve issues, contribute to knowledge base, and train less-experienced engineers. This role requires clear Mandarin and English communication and availability for a 24x7 rotating shift.

Qualifications

• An associate or bachelor’s degree in computer science, Information Technology, Network Engineering, or a related field, or equivalent relevant experience.
• At least 5 years of full-time experience in Cloud Support, IT technical support, IT operations, Service Desk, or Help Desk.
• Hands‑on experience handling customer technical issues through ITSM tickets, hotline calls, email, instant messaging, or other supported service channels.
• Strong verbal and written Mandarin communication skills, with good English communication skills for customer support, ticket documentation, escalation, and internal collaboration.
• Hands‑on experience with at least one major public cloud platform, including practical experience with services such as virtual machines, virtual networks, security groups, elastic public IP addresses, load balancers, cloud storage, databases, monitoring, or logging.
• Hands‑on knowledge of Linux or Windows Server administration and troubleshooting, including services, logs, system resources, permissions, connectivity, and remote access.
• Good understanding of network concepts, including TCP/IP, HTTP/HTTPS, DNS, VPN, ports, routing, security groups, and load balancing.
• Familiarity with ITSM processes and ticket‑driven workflows, including prioritization, documentation, escalation, handover, customer updates, and closure.
• Strong customer service awareness, ownership, execution, logical thinking, and troubleshooting skills, with the ability to remain professional during urgent incidents, repeated follow‑ups, and complaints.
• Experience creating knowledge base articles, troubleshooting guides, or support documentation, and willingness to share technical knowledge with less‑experienced engineers.
• Willing and able to work in a 24x7 rotating shift environment.

Responsabilités

• Serve as the first point of contact for international public cloud customers, providing remote technical support through instant messaging, ITSM tickets, and hotline calls.
• Understand customer requirements, assess business impact, and perform initial troubleshooting using knowledge bases, product documentation, monitoring information, logs, and diagnostic tools.
• Accurately gather customer requirements, identify technical issues, escalated tickets when necessary, and engage specialized support or product teams until the issue is fully resolved.
• Clearly document problem details, troubleshooting actions, and findings, and prepare comprehensive escalation materials for issues requiring further investigation.
• Create and maintain knowledge base articles and troubleshooting guides, share technical knowledge, and support the capability development of less-experienced engineers.
• Proactively communicate troubleshooting progress, risks, and next steps to customers while managing their expectations professionally.

Connaissances

Mandarin communication

English communication

Customer service

Troubleshooting

Ownership

Cross-team collaboration

Formation

Bachelor/Master in CS or related field

Outils

ITSM platforms

Cloud support tools

Linux/Windows Server

Description du poste

Accenture PLC is seeking a Senior Frontline Cloud Support Engineer to be the first point of contact for international public cloud customers. You will handle frontline requests via chat, tickets, and hotline, and perform initial troubleshooting.

You will coordinate with specialist teams to resolve issues, contribute to knowledge base, and train less-experienced engineers. This role requires clear Mandarin and English communication and availability for a 24x7 rotating shift.