Technical Onboarding Specialist

MAT MYS Materialise SDN. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Materialise Software in Kuala Lumpur, Malaysia, is seeking an Technical Onboarding Specialist to guide customers through onboarding, configuration, and go-live. You will collaborate with customers to ensure adoption and success using our platform.

The role combines customer engagement, technical configuration, project coordination, troubleshooting, and documentation, with a focus on scalable onboarding processes.

Qualifications

• 3–5 years in a customer-facing role.
• Confident communication and presentation skills.
• Highly organized with strong attention to detail.
• Strong technical aptitude and the ability to learn new systems.
• Solid understanding of the software development lifecycle (SDLC).
• Customer-focused mindset with empathy when handling inquiries.
• Working knowledge of JSON and Git, including reading/writing configuration files.
• SaaS environment experience is a plus.

Responsibilities

• Own the end-to-end onboarding process from contract signature to go-live and adoption.
• Configure and integrate the platform based on customer workflows and requirements.
• Lead validation and go-live activities with production sign-off within timelines.
• Maintain accurate technical documentation (DHF, configuration records, change requests).
• Contribute to a library of templates to improve onboarding efficiency.
• Monitor adoption, share insights with account teams, and surface upsell opportunities.
• Support post-go-live troubleshooting and handovers to account management.
• Assist pre-sales by completing security/compliance questionnaires with account managers.

Skills

Customer-facing experience

Communication

Organization

Technical aptitude

SDLC

Customer-focused mindset

JSON

Git

Documentation

SaaS experience

Tools

JSON

Git

Job description

At Materialise Software, we believe that better manufacturing starts with smarter, more connected workflows. If you’re passionate about helping companies make additive manufacturing more efficient, scalable, and reliable, you’ll love being a part of this team. Through the software we develop, organizations are managing the entire additive manufacturing process more efficiently and achieving the highest 3D printing standards.

The Technical Onboarding Specialist plays a key role in guiding customers through the full onboarding journey, from contract signature to successful go-live and adoption. You will work closely with new and existing customers to ensure a smooth onboarding experience, support technical setup and configuration, and help customers achieve their business goals using our platform. This is a customer-facing technical onboarding role, not a ticket-based customer support position. It combines customer engagement, technical configuration, project coordination, troubleshooting, and documentation.

Key Responsibilities

• Own the end-to-end onboarding process from contract signature to go-live, including kickoff, requirements gathering, configuration, validation, deployment, and post-launch adoption review.
• Configure and integrate the platform based on customer-specific workflows, system requirements, and use cases.
• Lead validation and go-live activities, guiding customers through the validation environment, obtaining production sign-off, and ensuring deployment is completed within the agreed timeline.
• Maintain accurate technical documentation, including Design History Files (DHF), configuration records, and change requests.
• Contribute to a shared library of templates and accelerators to improve onboarding efficiency and scalability.
• Monitor customer adoption and onboarding progress, sharing insights with Account Managers and Sales Engineers to identify risks, surface upsell opportunities, and support customer success reviews.
• Support customers after go-live by troubleshooting issues, managing escalations, and ensuring a smooth handover to Account Management for long-term success.
• Support pre-sales activities by completing security and compliance questionnaires and partnering with Account Managers and Application Engineers to communicate platform capabilities to prospective customers.

Qualifications

• At least 3–5 years of experience in a customer-facing role.
• Confident communication and presentation skills.
• Highly organised, with strong attention to detail and the ability to manage multiple customer accounts and priorities simultaneously.
• Strong technical aptitude and the ability to quickly learn new systems and technologies.
• Solid understanding of the software development lifecycle (SDLC).
• Customer-focused mindset with a genuine enthusiasm for helping customers succeed and the ability to manage enquiries with confidence and empathy.
• Working knowledge of JSON and Git, including the ability to read, write, and troubleshoot JSON configuration files and familiarity with Git for version control.
• Highly Desirable Strong documentation skills with a high degree of accuracy.
• Previous experience in a SaaS (Software as a Service) environment is a significant advantage.

Work that matters

The technology we build at Materialise pushes the boundaries. You’ll find pride in building something that matters, whether you designed it, printed it, or shipped it. No matter your role, we unlock new possibilities to build a better and healthier world every day. At Materialise, we expect you to think about the customer, not just the task. You push for better solutions and care about the difference your work makes.

A people-centered space

When you join Materialise, you join a group of colleagues invested in you, not just your work. From your own team to a department across the world, you’ll find a sense of belonging with people who help without being asked, challenge you, and have your back. At the same time, we expect you to invest in the people around you — not just your own work — to make the group stronger than the sum of its parts.

An environment of trust

As a company of innovators, we know how crucial autonomy is in your work. When we hire you, we trust in your expertise, giving you space to organize your tasks, work flexibly, and make your own calls. At Materialise, we expect you to deliver on that trust and keep your commitments.

A career ready to build

When you see opportunities for your career to grow at Materialise, we encourage you to go for them. People shape a fulfilling career at their own pace here. At Materialise, we expect you to take initiative in your own development. Don’t wait for someone else to plan your career. Step into the space and make it count.

Make a difference together with the Software team.

At Materialise, we’re all working towards making the world a better and healthier place every day. And you can be a part of it all!

Explore our opportunities to become a part of our team.