Respond, diagnose, resolve, and track customer support queries across phone, email, and chat ensure documentation is accurate and complete.
Meet or exceed SLOs for response and resolution time proactively manage queues to sustain performance.
Maintain high CSAT and adhere to internal quality standards in 90% of audited cases.
Assist L1/L2/Tiered teams: respond to consults from other technical support representatives using existing systems and tools coach peers when needed.
Establish root cause using approved troubleshooting tools and techniques provide customerfacing RCA that is clear, actionable, and timely.
Assess business impact of issues apply internal prioritization guidelines and justify priority for each customer report.
Classify and tag incidents for retroactive analysis document problem classes and preventative actions to improve product reliability and reduce repeat issues.
File and collaborate on product bugs with Google engineers: reproduce issues, provide logs and steps, author or improve procedures and documentation, and suggest codelevel fixes where relevant.
Community management activities as required (forums, posts, solutions articles, FAQs).
Independently resolve escalations and complex technical incidents with transparent communication to internal/external stakeholders-aiming for no monitoring required by Google engineers.
Handle architecturespecific cases: provide solutions constrained to a particular product or defined subset of features.
Hightouch assistance for toptier customers: develop deep understanding of their most pressing issues and advocate for them with engineering and program management.

Minimum Qualifications

Language: Mandarin B2 (CEFR) or equivalent proficiency is a must able to pass Versant benchmarks.
English: professional working proficiency confident written and verbal communication with global stakeholders.
Technical Support Experience: Demonstrated success in L2/L3 support for cloud/data platforms, including incident ownership, RCA delivery, and crossfunctional collaboration.
Troubleshooting & Analysis: Strong diagnostic skills (logs, metrics, tracing, performance analysis) and ability to translate findings into customerfriendly RCA.
2-6 years of experience on google cloud or any cloud platform such as AWS or Azure

Preferred Skills & Product Certifications

Data Analytics - BigQuery Pod

BigQuery
Data Catalog
Dataform
Earth Engine

Dataflow & Pub/Sub Pod (SnL)

Dataflow
Pub/Sub
Pub/Sub Lite
Apache Flink for BigQuery
Apache Kafka for BigQuery
Dataprep

Telecom Subscriber Insights (Subgraph)

Telecom data domain understanding subscriber graph/subgraph concepts

Dataproc & Data Fusion Pod (SnL)

Dataproc
Dataproc Metastore
Data Fusion
Databricks
Dataplex

Composer Pod (SnL)

Cloud Composer (Airflow)

Certifications (nicetohave):

Google Cloud Professional Data Engineer, Professional Cloud Developer, Professional Cloud Architect (or relevant product certifications across the pods above).
Related data engineering/streaming certifications (Apache Flink/Kafka), and vendorspecific badges (Databricks, Airflow).

Working Conditions

Standard business hours in MYT (GMT+8) with flexibility for oncall rotations or priority escalations when required.
Hybrid/onsite arrangements per program policy.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at

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, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

GCP Tech vSME - Data Analytics