Job Description

About the role:

We are looking for a L3 Technical support consultant to join our professional and multicultural team, who will share our interest in solving problems and building good relationships remotely with our reselling partners and end-users in APAC region (Australia-NZ). Based on your technical knowledge and tier 3 support experience, you will troubleshoot and resolve the most complex technical issues within our support structure, working on escalated incidents involving hardware and software systems that 1st and 2nd line teams can't resolve.

This position operates on a Sunday to Thursday schedule, with working hours from 3:00 PM to 12:00 AM

Key responsibilities:

• To provide advanced technical solutions to complex problems related to products, ensuring customer satisfaction.

• Manage escalation processes, properly document cases and ensure their prompt resolution, working together with the relevant areas.

• Provide guidance and support to new employees, ensuring their proper integration into the team and transfer of technical knowledge.

• Develop, update, and improve articles in the knowledge base, facilitating the resolution of recurring problems.

• Identify areas of opportunity and propose improvements to optimize processes and results.

• Participate in the planning and execution of internal training to strengthen the team's technical skills.

• Working effectively in multicultural environments, ensuring alignment with global best practices.

• Provide product feedback to the Product Management and Development teams.

Desired Skills & Experience

• More than 3 years of experience in advanced technical support, preferably in medical or dental technology environments.

• 3rd line, externally facing technical support role.

• Solid background in handling complex, escalated cases.

• Self-driven, able to work independently and own tickets end to end.

• Customer centric approach, with clear and empathetic communication.

• Strong root cause analysis and problem-solving skills.

• Technical background important, but often a people person with great technical skills is better suited than an out and out technical.

• Ability to mentor new employees and coordinate their learning process.

• Knowledge of case management tools, technical support platforms, and CRM systems.

• Advanced English (written and spoken), with the ability to interact in a global professional environment.

We encourage all relevant applicants to apply. We are committed to celebrating human diversity, and we trust that the best way to reach outstanding business results, is by welcoming diverse people into our community.

About us

3Shape started with a simple idea - to make 3D scanning better. First, we applied it to the hearing industry, then we succeeded in dentistry. Twenty years later, 3Shape has 2,000+ employees globally. With the help of dental professionals and amazing colleagues we’re creating award-winning scanning and CAD/CAM solutions to change dentistry together! Together, we contribute to a better world. Experience the everyday #lifeat3Shape across the globe on LinkedIn.