L3 Technical support consultant - APAC

About the Position

Join 3Shape as a L3 Technical support consultant for the APAC region (Australia-NZ). We are looking for a professional and multicultural team member who is passionate about solving problems and building good relationships remotely with our reselling partners and end-users in the APAC region. 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

Responsibilities

• 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.
• Work effectively in multicultural environments, ensuring alignment with global best practices.
• Provide product feedback to the Product Management and Development teams.

Requirements

• 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 Offer

• Opportunity to work in a dynamic and innovative company.
• Be part of a global team that values diversity and inclusion.
• Competitive salary and benefits package.
• Professional development opportunities.

About the Company

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.

3Shape develops 3D scanners and software solutions that enable dental and hearing professionals to treat more people, more effectively and with superior care. We are a global market-leading provider of dental and audio technology for laboratories and clinics.

Our growing talent pool of over 2,000 employees spans 50+ nationalities and is energized by knowing that together, we contribute to a better world.

Founded in 2000 in Copenhagen, Denmark, 3Shape employees serve customers in over 100 countries. As a privately-owned company, decisions are made fast, and we remain agile.

3Shape is headquartered in Copenhagen, with development teams in Denmark, Ukraine, and Macedonia, and a production site in Poland. 3Shape is a global company with presence in Europe, Asia, and the Americas.