Technical Support & Customer Success Specialist

Technical Support & Customer Success Specialist page is loaded## Technical Support & Customer Success Specialistlocations: Darmstadt, Germanytime type: Full timeposted on: Posted Yesterdayjob requisition id: JR Cryoport Systems is the life science industry’s most trusted provider of supply chain solutions for temperature-sensitive materials, serving biopharmaceutical, IVF and surrogacy and animal health organizations around the world. Cryoport Systems' proprietary Cryoport Express shippers, Cryoportal Logistics Management Platform, leading-edge Smartpak Condition Monitoring System and geo-sensing technology paired with unparalleled logistics expertise and 24/7/365 customer support, make Cryoport Systems the end-to-end temperature controlled supply chain partner that you can trust.The Technical Support and Customer Success Specialist will ensure that our customers achieve maximum value from our IoT- and Cloud-based monitoring solutions for the pharmaceutical logistics sector. This role combines technical expertise, project coordination, and relationship management, to deliver outstanding post-sales support and maintain long-term customer satisfaction.**PRIMARY RESPONSIBILITIES (include but are not limited to)** Technical Support & Troubleshooting • Serve as the primary technical contact for assigned customers, resolving issues promptly and coordinating with engineering teams when needed. • Assist with firmware updates, cloud platform integrations, and system optimization. • Support compliance processes and documentation for regulated industries. Customer Onboarding & Implementation • Support the onboarding process for new clients, ensuring smooth installation, configuration, and validation of IoT monitoring devices. • Provide hands-on training (remote or on-site) for technical teams and end-users. Continuous Improvement • Structure and forward customer feedback to the development team. • Create technical knowledge base articles, FAQs, data- and factsheets, technical newsletter and training materials. Other responsibilities • Foster innovation process through technical feedback (from clients, or yourself). • Identify opportunities for cross-selling and upselling additional services or devices. • Assist the development team during problem discovery and solution validation.**COMPETENCIES & PERSONAL ATTRIBUTES** • Solid understanding of Cloud-based software, device connectivity, wireless sensor technology, APIs, and data integration. • Familiarity with project management tools and CRM tools and basic software design. • Strong communication and presentation skills in English and German. • Good language skills and the ability to author well written documents. • Problem-solving mindset with a proactive approach. • Ability to manage multiple customer accounts and projects simultaneously. • Willingness to learn new things.**QUALIFICATIONS AND EDUCATION REQUIREMENTS** • Ideally background in Engineering, Information Technology, Software Development or a related field (University degree is a plus). • Ideally 1-3 years in a Customer Success, Technical Support, or Application Specialist role (preferably in IoT, SaaS, or related field). • Ideally a proven track record in supporting hard- and software solutions. • Ideally experience in regulated industries (pharmaceutical, medical devices, food logistics)
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