GCP Tech vSME - Data Analytics
- 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 customer‑facing 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 code‑level 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 architecture‑specific cases: provide solutions constrained to a particular product or defined subset of features.
- High‑touch assistance for top‑tier 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 cross‑functional collaboration.
- Troubleshooting & Analysis: Strong diagnostic skills (logs, metrics, tracing, performance analysis) and ability to translate findings into customer‑friendly 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 (nice‑to‑have):
- 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 vendor‑specific badges (Databricks, Airflow).
Working Conditions
- Standard business hours in MYT (GMT+8) with flexibility for on‑call rotations or priority escalations when required.
- Hybrid/onsite arrangements per program policy.
Kuala Lumpur
雇用機会の均等化に関する声明
アクセンチュアは選考に際し、適用される法令に基づき、応募者を年齢、人種、思想信条、肌の色、宗教、性別、国籍、出生地、民族的起源、障がいの有無、性的指向、性同一性、遺伝情報、婚姻、パートナーの有無、市民権において差別することなく、全ての応募者に対し適用される法令に基づき採用選考を行います。
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.