Subject Matter Expert (SME) – Technical Support RM3500

Tribe Business Services Sdn Bhd; Malacca City; On-site; MYR 36,000 - 43,000; Full time

Job summary

Tribe Business Services Sdn Bhd is seeking a Subject Matter Expert (SME) – Technical Support to handle escalated technical enquiries and guide hardware/software configurations for US-bound customers. The role requires a STEM background and at least one year in hardware support, with 3D printing experience as a plus.

Onsite work in Melaka with 24/7 rotational shifts is expected. The candidate will train teammates, track issues, and escalate product concerns to the Project Manager, ensuring clear,

Qualifications

• Bachelor's degree or higher in STEM fields.
• Minimum 1 year in hardware/product tech support.
• Experience in 3D printing is a plus.
• Strong communication and problem-solving skills.
• Willing to work 24/7 rotational shifts.

Responsibilities

• Handle escalated technical enquiries and support tickets from frontline staff.
• Provide technical guidance on machine specifications, device setup, software configuration, and 3D model printing.
• Assist the team in resolving hardware and product-related technical issues.
• Attend product and technical training and conduct internal training for team members.
• Track technical issues, collect user feedback, and identify recurring problems.
• Consolidate findings and elevate product issues to the Project Manager.
• Provide clear and accurate technical support while maintaining a positive customer experience.

Skills

Strong communication

Problem solving

Coaching

Fast learner

Education

Bachelor's degree or above in STEM

Job description

Subject Matter Expert (SME) – Technical Support RM3500

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 elevate 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