Technical Support

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)