Senior SME + QA / Trainer

Accenture; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Job summary

A global consulting firm in Kuala Lumpur is seeking a Level-3 Technical Support Specialist for Google Cloud Security. This role involves diagnosing complex customer issues, ensuring high-quality incident response, and maintaining customer satisfaction. Key requirements include extensive technical support experience, proficiency in Mandarin (B2), and professional English communication skills. An ideal candidate will have 2-6 years of experience with cloud platforms such as Google Cloud, AWS, or Azure, along with a strong ability to manage customer relationships and technical escalations.

Qualifications

• Proven incident ownership and RCA delivery experience.
• Ability to handle sensitive, high-impact scenarios.
• 2-6 years of experience in cloud security/SecOps.

Responsibilities

• Provide Level-3 technical support for Google Cloud products.
• Diagnose and resolve complex customer issues.
• Maintain service level agreements and customer satisfaction.

Skills

Technical Support Experience (L2/L3)

Troubleshooting & Analysis

Customer communication

Mandarin proficiency

English professional proficiency

Education

Experience with Google Cloud, AWS, or Azure

Tools

IAM

SCC Premium

DLP/Sensitive Data Protection

Job description

Job Summary

You will serve as a subject‑matter expert (SME) providing Level‑3 technical support across Google Cloud Security and Detection/Response products. Focus areas include identity and access, data protection, platform security posture, and SecOps (SIEM/SOAR, threat intelligence, and incident response). The role centers on rapid, high‑quality incident response, root‑cause diagnosis, and resolution for complex customer cases while maintaining SLOs, CSAT targets, and rigorous documentation standards across phone, email, and chat channels.

Main Responsibilities

• Respond to, diagnose, resolve, and track customer support queries by phone, email, and chat.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Assist and respond to consults from other technical support representatives through existing systems and tools.
• Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer‑facing root cause assessment.
• Understand business impact of customer issue report and follow internal issue prioritization guidelines, providing justification on priority for a given single customer report.
• Perform internal classification queries, documenting classes of problems and preventative actions for further retroactive analysis.
• Reactively file issue reports to Google engineers, collaborate with Google engineers to diagnose customer issues, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggested code‑level resolutions for complex product bugs, assisting engineers to drive bugs to resolution.
• Perform community management tasks as needed by the business.
• Promptly and independently resolve technical incidents and escalations, with effective communication to all stakeholders internally and externally, so that no monitoring is needed by Google engineers.
• Take cases involving customer‑specific requirements on architectural design, providing solutions limited to a particular product (or a subset of product features).
• Provide high‑touch assistance to highest tier customers, building in‑depth understanding of most pressing customer issues and acting as an advocate for such issues with Google engineers and program managers.
• Chinese Language Proficiency: At least B2 level (based on the Common European Framework of Reference for Languages), or the equivalent level based on official International Frameworks, meeting or exceeding the benchmarks for Versant.

Product Scope & Typical Case Patterns

• Access Transparency: audit logs availability/interpretation, customer‑initiated access records.
• API Keys: rotation, restriction (HTTP referrer, IP), leakage response.
• Assured Workloads: compliance controls setup, region/sovereignty constraints.
• Certificate Authority Service: CA pool config, certificate issuance/rotation, chain validation.
• Chrome Enterprise Premium (CEP) (f/k/a BeyondCorp Enterprise BCE): device posture, zero‑trust access policies.
• Cloud Asset Inventory: asset discovery gaps, IAM policy analysis, inventory export.
• Cloud Compliance: control mapping, evidence collection, posture dashboards.
• Cloud Identity and Access Management (IAM): role design, least privilege, policy troubleshooting.
• Cloud Identity: federation (SAML/OIDC), user provisioning, MFA policies.
• Cloud Key Management Service (KMS): key rotation, CMEK/GAEK, permissions, HSM usage.
• Identity‑Aware Proxy (IAP): auth flows, backend service bindings, header propagation.
• Resource Manager: project/folder/org policy conflicts, hierarchy access issues.
• Secret Manager: versioning, rotation, access audits.
• Security Command Center: findings ingestion, detector coverage, premium features.
• Security Key Enforcement: FIDO2/U2F enrollment, enforcement exceptions.
• Security Scanner: scan configuration, false positives, CI/CD integration.
• Sensitive Data Protection (f/k/a DLP): info‑type tuning, de‑identification, batch throughput.
• User Protection Services: phishing/malware protection configuration.
• VPC Service Controls: service perimeter leaks, access levels, testing and bypass troubleshooting.

Minimum Qualifications

• Technical Support Experience (L2/L3) for cloud security/SecOps platforms (IAM, SCC, SIEM/SOAR), with proven incident ownership and RCA delivery.
• Troubleshooting & Analysis: proficiency with logs, metrics, tracing; policy evaluation; detections tuning; and playbook debugging.
• Communication: customer‑friendly RCA and escalation narratives; ability to handle sensitive, high‑impact scenarios.
• Language: Mandarin B2 (CEFR) mandatory; English professional working proficiency.
• 2‑6 years of experience on Google Cloud or any cloud platform such as AWS or Azure.

Preferred Skills & Product Certifications

• Google Cloud Professional Cloud Security Engineer; Professional Cloud Architect/Developer.
• Chronicle/Google SecOps badges; Mandiant certifications (where applicable).
• Hands‑on with IAM, SCC Premium, VPC SC, DLP/Sensitive Data Protection, IAP, CEP.
• Experience with YARA‑L, rule tuning, playbooks, connectors (ServiceNow/Jira).

Core Competencies

• Customer Obsession: empathetic, clear communication; adept at high‑touch account management.
• Ownership & Drive: autonomous resolution of complex escalations; transparent stakeholder updates.
• Collaboration: effective engagement with engineering, PM, and field teams.
• Continuous Improvement: contribute to runbooks, KBs, lab templates, and automation ideas.

Working Hours

• Standard business hours in MYT (GMT+8) subjected to support location and attend on‑call rotations or priority escalations as required.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.