Technical Support Engineer – Medical Diagnostics, APAC (Fully Remote, Malaysia)

Roche Services & Solutions Operations APAC; Selangor; Remote; MYR 90,000 - 130,000; Full time

Job summary

Roche Services & Solutions Operations APAC seeks a Technical Support Engineer to be the APAC top-tier hardware and systems expert, working fully remotely from Malaysia. You will resolve the most complex technical challenges, optimize performance, and ensure laboratory equipment uptime through expert remote troubleshooting and proactive digital support for healthcare providers across the APAC region.

In this role you will mentor teammates, lead agile projects, and collaborate with LIS providers

Qualifications

• Bachelor's or Master's degree in Biomedical Engineering, Electrical Engineering, Medical Technology, Mechatronics or a related technical discipline.
• At least 3 years of professional experience in medical technology, maintaining complex electrical systems or lab equipment.
• Strong technical background across robotics, mechanics, electrical engineering, and fluids; solid IT connectivity/network knowledge.
• Fluent in English and at least one APAC language.
• Willingness to work a 24/7 rotating shift pattern to ensure diagnostic tools stay operational.

Responsibilities

• Handle highly complex technical faults and provide remote troubleshooting via CRM documentation.
• Take ownership of complex instrument errors and resolve advanced interface issues with LIS providers.
• Drive adoption of proactive support tools and train customers and internal teams on digital self-fix procedures.
• Write and review technical documentation; update materials for system launches and software/hardware upgrades.
• Participate in global/local service projects using agile methodologies and mentor newer team members.

Skills

Technical Troubleshooting

Remote Collaboration

Agile Methodologies

Documentation Writing

Mentoring

Education

Bachelor's or Master's degree in Biomedical Engineering, Electrical Engineering, Medical Technology, Mechatronics or related field

Tools

ThingworX

Service Co-pilot

Job description

Technical Support Engineer - Medical Diagnostics, APAC (Fully Remote, Malaysia)

Roche Services & Solutions Operations APAC 4.1 View all jobs

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

As a Technical Support Engineer working fully remotely from our Kuala Lumpur, Malaysia hub, you will serve as the top-tier hardware and systems expert for the APAC region. You will resolve the most complex technical challenges, optimize system performance, and ensure laboratory equipment uptime. By delivering expert remote troubleshooting and proactive digital support, you will empower healthcare providers across Asia-Pacific to deliver uninterrupted, life-saving patient care.

The Opportunity

• Advanced Technical Troubleshooting: Handle highly complex technical faults, problem-solve customer inquiries, and perform advanced complaint management via remote support and CRM documentation.
• Deep-Dive Analysis: Take ownership of complex errors in returned customer instruments and independently resolve advanced interface issues in direct collaboration with Laboratory Information System (LIS) providers.
• Digital Empowerment: Drive the adoption of next-generation proactive support tools like ThingworX and Advanced Service Analytics to improve laboratory efficiency. Train customers and internal teams on digital self-fix procedures.
• Knowledge & Quality Leadership: Utilize AI platforms (Service Co-pilot) and diagnostic knowledge bases to troubleshoot rare or sporadic malfunctions. Write and review technical documentation, updating materials for system launches and software/hardware upgrades.
• Project Leadership & Mentoring: Actively participate in global and local service projects using agile methodologies. Mentor newer team members and act as the definitive technical escalation point for colleagues dealing with complicated issues.

Who You Are

• You hold a Bachelor's or Master's degree in Biomedical Engineering, Electrical Engineering, Medical Technology, Mechatronics, or a related technical discipline.
• You have at least 3 years of professional experience in medical technology, specializing in the maintenance of complex electrical engineering systems or laboratory equipment.
• You possess a very strong technical background with in-depth knowledge of robotics, mechanics, electrical engineering, fluid technology, and good IT connectivity/network knowledge.
• You are fluent in English and possess native-level fluency in at least one assigned APAC cluster language (e.g., specific Chinese dialects, Thai, Korean, or other Asian languages).
• You are highly adaptable and available to work within a 24/7 rotating shift pattern (including local public holidays) to ensure our diagnostic tools are always running for the patients who need them.
• You are an independent self-starter with exceptional methodical troubleshooting skills and the ability to work collaboratively in a diverse, intercultural remote team.

About APAC & Our Commitment This is a diverse region culturally and with respect to business maturity. APAC Spirit is an embodiment of the organization we aspire to be. As a regional team member, you may be required to undertake international business travel depending on ongoing project activities. Roche is strongly committed to a diverse and inclusive workplace. We strive to build teams that represent a range of backgrounds, perspectives, and skills.

Who we are

A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let's build a healthier future, together.

Roche is an Equal Opportunity Employer.