Subject Matter Expert (SME) – Technical Support RM3500

About the role

Handle escalated technical enquiries and support tickets transferred by frontline Customer Service representatives. Provide technical guidance on machine specifications, device setup, software configuration, 3D model printing and troubleshooting. Assist the team in resolving hardware and product-related technical issues.

Key responsibilities

• Handle escalated technical enquiries and support tickets transferred by frontline Customer Service representatives
• Provide technical guidance on machine specifications, device setup, software configuration, 3D model printing and troubleshooting
• Assist the team in resolving hardware and product-related technical issues
• Attend product and technical training and conduct secondary/internal training for team members
• Track technical issues, collect user feedback and identify recurring or high-frequency problems
• Consolidate technical findings and escalate relevant product issues to the Project Manager
• Provide clear and accurate technical support while maintaining a positive customer experience

About you

• Bachelor's Degree or above, preferably in Engineering, IT, Computer Science, Electronics, Mechanical Engineering or another STEM-related field
• Minimum 1 year of experience in hardware/product technical support
• Experience in the 3D printing industry will be an added advantage
• Strong learning ability with an interest in hardware and technical troubleshooting
• Good communication and interpersonal skills with the ability to explain technical information clearly
• Strong logical thinking and problem-solving skills
• Able to provide coaching and technical training to team members
• Fluent in English, as the role supports customers in the US market
• Willing and able to work 24/7 rotational shifts, including night shifts, weekends and public holidays
• Able to work onsite at Taman Molek, Melaka

Location: Taman Molek, Melaka
Salary: RM3,500 per month
Project: Creality – 3D Printing Technical Support
Working Hours: 24/7 Rotational Shifts
Market: United States