Technical Support Engineer, Malaysia
Tools for Humanity is a technology company building products for humans in the age of AI. It contributes to World and develops proof-of-human hardware and software, including the Orb, alongside World App services for World ID and digital-asset management.
Projects
About Tools for Humanity
Tools for Humanity is a technology company founded in 2019 and headquartered in San Francisco and Munich. It builds and operates services including World ID App and World App, which provide interfaces for creating and using World ID, accessing Mini Apps, and managing digital assets through a self-custodial wallet. It also develops the Orb and Orb Mini proof-of-human hardware and software, using encrypted iris-imaging processes and open-source components, and leads design and planning for World Spaces.
Skills
About the Role
You will diagnose and resolve technical issues for Orb devices in the field, performing hands-on mechanical and electrical repairs, part replacements, and device upgrades. You will communicate directly with operators and partners, document bugs and user feedback, maintain a knowledge base, and coordinate with engineering to implement fixes and improvements. You will manage customer expectations, provide timing estimates, and travel across APAC locations as needed.
Requirements
- 1-3 years of experience in hardware repair or recent graduate with relevant repair experience
- Foundation in mechanical and electrical repair skills
- Hands-on troubleshooting and diagnostics experience
- Experience with part replacement and device refurbishment
- Experience with IoT devices highly desirable
- Fluency in English; Korean or Japanese proficiency highly desirable
- Strong communication and customer support experience
- Cross-cultural competency and ability to work with diverse operators
- Ability to learn new products, processes, and systems quickly
- Attention to detail and professional customer-facing conduct
- Ability to travel across APAC locations
Responsibilities
- Diagnose and resolve technical issues reported by Orb operators and partners
- Perform hands-on mechanical and electrical repairs
- Replace faulty parts and perform device upgrades
- Manage refurbishment processes for returned or damaged devices
- Act as liaison between customers and Orb hardware and software teams
- Document bugs, gaps, and user feedback clearly and concisely
- Obtain and communicate timing estimates to manage customer expectations
- Create and maintain a knowledge base to empower customers
- Recommend product enhancements based on customer feedback and technical issues
- Travel across APAC locations to support field operations