Technical Support & Customer Success Specialist

Stellenbeschreibung:

Technical Support & Customer Success Specialist

Join to apply for the Technical Support & Customer Success Specialist role at Cryoport Systems

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

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).