Technical Support Engineer, Malaysia
About the Role
You will diagnose and resolve technical issues for Orb devices in the field, performing hands-on mechanical and electrical repairs, part replacements, and device upgrades. You will communicate directly with operators and partners, document bugs and user feedback, maintain a knowledge base, and coordinate with engineering to implement fixes and improvements. You will manage customer expectations, provide timing estimates, and travel across APAC locations as needed.
Requirements
- 1-3 years of experience in hardware repair or recent graduate with relevant repair experience
- Foundation in mechanical and electrical repair skills
- Hands-on troubleshooting and diagnostics experience
- Experience with part replacement and device refurbishment
- Experience with IoT devices highly desirable
- Fluency in English; Korean or Japanese proficiency highly desirable
- Strong communication and customer support experience
- Cross-cultural competency and ability to work with diverse operators
- Ability to learn new products, processes, and systems quickly
- Attention to detail and professional customer-facing conduct
- Ability to travel across APAC locations
Responsibilities
- Diagnose and resolve technical issues reported by Orb operators and partners
- Perform hands-on mechanical and electrical repairs
- Replace faulty parts and perform device upgrades
- Manage refurbishment processes for returned or damaged devices
- Act as liaison between customers and Orb hardware and software teams
- Document bugs, gaps, and user feedback clearly and concisely
- Obtain and communicate timing estimates to manage customer expectations
- Create and maintain a knowledge base to empower customers
- Recommend product enhancements based on customer feedback and technical issues
- Travel across APAC locations to support field operations