As a Senior Frontline Cloud Support Engineer, you will serve as the first point of contact for international public cloud customers through instant messaging, ITSM tickets, hotline calls, and other supported service channels.

In addition to handling frontline customer requests, you will perform in-depth initial troubleshooting, support complex and high-impact cases, prepare high-quality escalation materials, and coordinate with specialized support or product teams until customer issues are resolved.

You will also contribute to knowledge base development, process improvement, case reviews, and the technical development of less-experienced engineers.

This is a customer-facing frontline role that requires direct ticket and hotline handling, strong ownership, clear Mandarin and English communication, and the ability to work in a 24x7 rotating shift environment.

Key Responsibilities

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, escalate 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.

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. Including experience independently owning complex customer cases, coordinating escalations, or providing technical guidance to other engineers.
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.

Nice to have:

Certifications in major public cloud platforms
Experience working with Chinese clients or in a cross-cultural team environment
Experience with SLA/KPI management and reporting

Familiarity with AI-driven tools, automation platforms, or knowledge base systems
ITIL certification

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.

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Senior Cloud Support Engineer - Mandarin and English Support