APAC Technical Support Engineer — Diagnostics & Digital Tools

Roche Services & Solutions Operations APAC; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Roche Services & Solutions Operations APAC in Kuala Lumpur is seeking a Technical Support Specialist to provide first-line technical problem-solving for complex inquiries and to drive digital tool adoption across the Asia-Pacific region.

You will diagnose instrument and workflow issues, reproduce scenarios in an onsite lab, and collaborate with regional teams to ensure seamless diagnostic operations. Excellent English and a regional language skillset are required.

Qualifications

• Bachelor’s or Master’s degree in a technical field such as Biomedical Engineering, Electrical Engineering or Medical Technology.
• At least 3 years of professional experience in medical technology, electrical engineering systems maintenance, or laboratory operations.
• Strong working knowledge of medical analysis systems, robotics, mechanics, fluidics, and basic IT network structures/interfaces.
• Professional fluency in English and one regional language cluster (e.g., Mandarin dialects, Thai, or Korean).
• Available to work in a 24/7 rotating shift pattern, including local public holidays.

Responsibilities

• Deliver Technical Support to diagnose and resolve complex technical, instrument, and workflow issues.
• Act as Local Case Handler to identify product quality issues and escalate complex cases.
• Onboard and guide laboratory customers in adopting digital support platforms and self-fix tools.
• Utilize onsite support laboratory to recreate customer scenarios and validate solutions.
• Create self-fix materials and deliver technical discussions using AI-driven knowledge tools.
• Collaborate in local and regional service projects to improve service delivery.

Skills

Medical technology

Robotics

Diagnostics systems

Problem solving

English fluency

Education

Biomedical Engineering

Electrical Engineering

Medical Technology

Job description

Roche Services & Solutions Operations APAC in Kuala Lumpur is seeking a Technical Support Specialist to provide first-line technical problem-solving for complex inquiries and to drive digital tool adoption across the Asia-Pacific region.

You will diagnose instrument and workflow issues, reproduce scenarios in an onsite lab, and collaborate with regional teams to ensure seamless diagnostic operations. Excellent English and a regional language skillset are required.