IT Service Management Specialist - Mandarin Support

Position Overview We are seeking suitable candidate to support external developer partners integrating with Client's developer platforms and APIs. These roles bridge the gap between external engineering teams and internal platform infrastructure, providing end-to-end technical guidance, integration enablement, and operational support. Multilingual Operational Execution: Ability to translate and explain technical concepts (API endpoints, auth tokens, error payloads) during live partner calls and regional emails, while maintaining all internal ticket documentation in clear Mandarin and English. Core Responsibilities 1. Partner Technical Onboarding & Integration Integration Lifecycle Management: Guide third-party developer partners through structured onboarding phases, tracking milestones from credential provisioning to full production launch. Technical Enablement & Environment Configuration: Validate partner cloud environment configurations, IAM policies, and service accounts for secure API access. Facilitate developer allowlisting, API quota allocations, developer portal documentation access, and sandbox testing resources. Technical Consultation & Alignment: Lead technical kickoff meetings and recurring architecture check-ins with external software engineers and product managers; address technical questions and unblock implementation hurdles. Pre-Launch Audits & Data Validation: Review partner technical questionnaires, audit integration workflows and data schemas, inspect test request/response payloads, and verify adherence to API policies before authorizing production traffic. 2. Reactive Technical Support & Troubleshooting Queue Triage & SLA Adherence: Manage inbound technical support queues, categorize inquiries, and ensure all partner issues meet strict response and resolution SLA targets. Root-Cause Diagnostic Investigation: Troubleshoot authentication and authorization issues (OAuth 2.0 flows, token scopes, and service account access). Investigate API anomalies across environment modes (sandbox/testing vs. production), payload structures, and client library integrations. Diagnose rate limiting (HTTP 429), quota exhaustion, latency spikes, and payload validation errors. Log Analysis & Data Diagnostics: Query backend event logs and database tables using SQL to investigate data discrepancies, verify transaction delivery, and validate platform metrics. Reproduction & Escalation: Recreate partner API requests to isolate client-side integration bugs from core platform defects; prepare concise reproduction steps and bug reports for engineering escalation. Operational Quality & Documentation: Maintain high standards of ticket documentation, follow strict communication protocols without disclosing sensitive infrastructure details, and update partner-facing technical FAQs and troubleshooting guides. Job Requirements Education: Bachelor’s degree in computer science, Information Technology, Software Engineering, or equivalent practical experience. Experience: 2–4+ years of experience in Partner Engineering, Technical Solutions, Solutions Architecture, API Integration Engineering, or L2/L3 Developer Support. API & Web Protocols: Strong working knowledge of RESTful APIs, RPC/gRPC architectures, HTTP status codes, JSON payload inspection, and OAuth 2.0 (specifically server-to-server / service account workflows). Data & Log Analysis: Proficient in SQL (complex queries, joins, aggregations, timestamp filtering) to investigate backend logs, event tables, and reporting discrepancies. Cloud & Identity Platforms: Hands-on experience with cloud platforms (e.g., Google Cloud Platform, AWS, Azure), IAM permissions, and service account configuration. Communication & Stakeholder Management: Excellent written and verbal technical communication skills. Proven track record of leading technical meetings with external developers and explaining complex technical topics clearly and professionally. Language Proficiency: C1-level proficiency in both Mandarin and English across reading, writing, listening, and speaking. Business Hours: Ability to work during China business hours. Preferred Qualifications (Nice-to-Haves) Experience supporting external developer ecosystems, partner platforms, or API marketplaces at scale. Hands-on familiarity with enterprise ticketing systems, cloud logging/monitoring platforms, and API testing tools (e.g., Postman, curl, gRPC tools). Basic scripting proficiency in Python, Bash, or JavaScript for API request testing, payload validation, or workflow automation. General familiarity with creator economy, digital video platforms, or online advertising ecosystems. #LI-GM 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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. 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