APAC Tech Support Engineer: Lab Simulations & Digital Tools

F. Hoffmann-La Roche AG; Petaling Jaya; On-site; MYR 70,000 - 110,000; Full time

Job summary

Roche in Kuala Lumpur is seeking a Technical Support Specialist to act as the primary contact for complex customer inquiries, delivering first-line technical problem-solving and guiding digital tool adoption across the Asia-Pacific region.

You will simulate customer environments in our on-site lab, perform root-cause analysis, and collaborate in Agile networks with regional teams to improve service delivery.

Qualifications

• Minimum 3 years in medical technology, electrical engineering systems maintenance, or laboratory operations.
• Strong knowledge of medical analysis systems, robotics, mechanics, fluidics, and basic IT network structures.
• Fluency in English plus one regional language (Mandarin, Thai, or Korean)

Responsibilities

• Provide first-line technical support for complex inquiries via phone, written communications, and remote service channels.
• Perform root-cause troubleshooting and escalate complex cases according to standards.
• Onboard and guide laboratory customers in adopting digital support platforms and self-fix tools.
• Simulate customer environments in on-site lab to reproduce issues and validate solutions.
• Create self-fix materials and support software/hardware updates for customers and internal teams.

Skills

Technical & Engineering Aptitude

English fluency

Regional language fluency

Education

Bachelor’s or Master’s in Biomedical Engineering, Electrical Engineering, Medical Technology

Tools

Medical analysis systems

Robotics

IT networks

Job description

Roche in Kuala Lumpur is seeking a Technical Support Specialist to act as the primary contact for complex customer inquiries, delivering first-line technical problem-solving and guiding digital tool adoption across the Asia-Pacific region.

You will simulate customer environments in our on-site lab, perform root-cause analysis, and collaborate in Agile networks with regional teams to improve service delivery.