Technical Support Engineer, Malaysia

This opportunity would be with Tools for Humanity.Location: MalaysiaAbout the Team 

The Operations and Manufacturing team oversees the full lifecycle of Orbs and accessories, ensuring excellence from development to production. We enforce high standards in manufacturing and field operations, focusing on quality, efficiency, and the Orb Repair and Refurbishment Program to promote product longevity. Dedicated to reducing downtime and enhancing user satisfaction, our team innovates in technical support and collaborates globally to deliver secure, sustainable, and superior experiences.

About the Orb

Worldcoin's launch requires a "Proof-of-Personhood": a way to determine someone is human (not a bot) and hasn't already claimed their free share of Worldcoin. This is why we developed the Orb.

The Orb is an advanced biometric imaging device, custom-designed for Worldcoin's launch. Orbs are deployed to a global network of operators, who use the device to onboard new Worldcoin users. For more details on how the Orb is part of Worldcoin's privacy-preserving approach to Proof-of-Personhood, see How the Launch Works.

The Orb solves a fierce combination of engineering and UX challenges, centered around image quality, security, and ease-of-use. Each device has an advanced iris imaging system, designed to work consistently across real-world lighting conditions. An additional suite of sensors feeds into an onboard fraud detection system, enabling use in unsecured environments. These systems are combined in a sleek industrial design with a simple, minimalist user interface.

About the Opportunity:

We are seeking a Technical Support Engineer to join our dynamic team, where you will play a crucial role in resolving technical issues with Orbs in the field. This position requires a proactive, solution-oriented individual with a blend of mechanical and electrical repair skills, capable of efficiently diagnosing issues, hands-on troubleshooting, and part replacement, all while ensuring customer satisfaction through effective communication and problem resolution with the Orb Software team.

In this role you will:

• Diagnose and resolve technical issues reported by Orb operators and business partners, ensuring resolutions are achieved in a timely manner.
• Perform hands-on repairs, conduct device upgrades, and manage refurbishment processes.
• Act as a liaison between customers and the Orb Hardware and Software team, communicating technical issues and facilitating solutions.
• Document bugs, gaps, and user feedback clearly and concisely for the engineering team to address.
• Proactively manage customer expectations by obtaining and communicating timing estimates for issue resolution.
• Create and maintain a knowledge base to empower customers to resolve issues independently.
• Collaborate with the product team to recommend product enhancements based on customer feedback and technical issues encountered, aiming to continuously improve the user experience.

About You:

• Preferred Area of Expertise: We are particularly interested in candidates who have a foundation in repair work, and resolving hardware issues. We value candidates with 1-3 years of experience, as well as recent graduates who are eager to learn and demonstrate capability in repair work and troubleshooting. Your ability to quickly grasp new technologies and apply problem-solving skills in a hands-on technical environment will be crucial.
• Multilingual abilities are essential; fluency in English, with Korean or Japanese proficiency highly desirable, enabling superior support across our diverse customer base.
• You’re interpersonal. You know that no two people are the same and can mediate and resolve conflicts.
• You have strong cross-cultural competency. You can communicate and do business across different cultures and countries and have experience working in cross-cultural environments.
• Exceptional communication skills, capable of effectively interacting with customers and technical teams alike.
• You’re innovative. You love coming up with solutions to unconventional problems in a fast-paced and agile way.
• You possess the ability to quickly learn new products, processes, and systems, adapting to changing technologies with ease.
• Demonstrated ability to troubleshoot and resolve complex technical issues efficiently.
• A proven track record of working with customers, with a focus on delivering high-quality support.
• Previous experience with IoT devices is highly desirable.
• You conduct yourself professionally, operating with empathy and urgency, and you have a keen attention to detail.
• Ability to travel across our APAC locations.