Technical Support & Customer Success Specialist (m/f/d)

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.

Your 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.

What we expect:

  • 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.
  • 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).

That awaits you:

  • Flat hierarchies, short decision-making processes, open corporate culture
  • Opportunity to work with an innovative international team
  • Flexible working hours
  • Hybrid working
  • Working on solutions that save lives and improve global health
  • Attractive remuneration package: A competitive salary, including additional benefits such as training, share package and team events