Technical Support Engineer, Malaysia

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.

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

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