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3Shape Logo 3Shape · IT - Administration

L3 Technical Support Consultant - APAC

Colombia, Bogotá · Job Posted May 30, 2026
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Job Description

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.

Job Responsibility

  • 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.

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.
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