Senior Technical Support Engineer – Software & IT Connectivity

At Vitrafy Life Sciences, we’re redefining the biotech industry by improving the quality of healthcare treatments through effective cryopreservation solutions. Our breakthrough technologies have the potential to create new global standards for how biological materials are preserved, transported, and delivered, ultimately helping preserve life. Our integrated cryopreservation technology spans devices, packaging, and our LifeChain™ software platform, designed to retain the quality of biological material across the entire cryopreservation supply chain. Vitrafy is Australian-based, with headquarters in South Melbourne, manufacturing and scientific laboratory operations in Ballarat, and established operations in the United States.

About the role

We are looking for a Senior Technical Support Engineer to serve as a highly technical escalation point for our LifeChain™ platform, Azure environment, customer IT connectivity, and connected cryopreservation systems. This role sits at the intersection of software, cloud infrastructure, networking, IoT, and customer support. You will own complex customer escalations from initial diagnosis through resolution, working directly with customer IT teams and internal Engineering, Product, R&D, Field Service, and Commercial Operations teams.

Most of your work will focus on LifeChain™ application behavior, Azure services, data pipelines, integrations, firewalls, certificates, identity, and secure device-to-cloud transmission in hospital, blood center, and laboratory environments. This is a hands-on technical role. You will work directly with logs, telemetry, dashboards, diagnostic tools, and network details while communicating clearly with customers and internal stakeholders. The ideal candidate is technically credible, calm under pressure, and comfortable making practical recommendations when complex issues need to be resolved quickly and correctly.

Responsibilities

• LifeChain™ Platform & Software Escalation | ~40%
  • Build strong working knowledge of LifeChain™ and related technologies, including web applications, microservices, databases, Azure services, IoT connectivity, and data pipelines.
  • Lead hands-on technical triage using logs, telemetry, monitoring dashboards, application performance data, query traces, and diagnostic tools to isolate root cause.
  • Diagnose application issues including workflow errors, data integrity problems, reporting discrepancies, performance degradation, and processing or automation failures.
  • Investigate data pipeline and storage issues from instrument to cloud, including ingestion failures, incomplete or duplicate records, latency, and reconciliation issues.
  • Evaluate technical trade-offs and recommend solutions that balance customer impact with product integrity.
  • Track releases and deployments to ensure support readiness, documentation, and customer communications are aligned.
• Cloud & Customer IT Connectivity | ~40%
  • Own end-to-end connectivity troubleshooting from instruments on customer laboratory networks through firewalls and network infrastructure to secure data transmission into LifeChain™.
  • Work directly with customer IT and security teams on firewall and proxy configuration, outbound allowlisting, ports and protocols, VLANs, network segmentation, and site readiness.
  • Diagnose TLS, certificate, authentication, telemetry, and data transmission issues.
  • Support identity and access configuration, including SSO, directory integration, and role-based access.
  • Investigate Azure IoT Hub, IoT Edge, device credentials, certificates, protocol fallback, store-and-forward behavior, and data integrity.
  • Use Linux command-line tools to investigate services, containers, logs, disk and resource constraints, networking, and name resolution.
  • Apply security and data-handling best practices when accessing customer environments and connected devices.
  • Partner with Engineering on remote diagnostic tooling, monitoring, alerting, and dashboards for platform uptime, device connectivity, and data transmission health.
• Hardware-Adjacent Triage | ~20%
  • Determine whether reported faults originate in the instrument, software, or network.
  • Interpret device diagnostics, sensor readings, alarms, and error states to isolate instrument faults remotely and rule out software or connectivity causes.
  • Provide Field Service and firmware teams with precise, evidence-based technical handoffs.
  • Identify recurring hardware-related patterns and provide feedback to Product, R&D, and Field Service.
• Customer Experience & Support
  • Serve as the final internal escalation point for complex or high-priority customer issues spanning software, cloud, connectivity, and connected equipment.
  • Own escalations from diagnosis through resolution, customer communication, and confirmation that the solution is effective.
  • Support customers through phone, email, chat, and remote sessions according to defined severity levels and response targets.
  • Participate in after-hours escalation support for critical issues when required.
  • Recognize and document customer complaints in accordance with quality-system requirements.
  • Identify and promptly escalate potential safety issues and reportable events in accordance with medical-device vigilance and post-market procedures.
  • Contribute to support KPIs including first response time, platform uptime, resolution rate, and NPS.
• Knowledge, Collaboration & Continuous Improvement
  • Maintain diagnostic runbooks, troubleshooting guides, network references, and known-issue documentation.
  • Improve support platforms, workflows, knowledge bases, and remote diagnostic capabilities.
  • Translate Engineering, Product, and R&D knowledge into practical support guidance.
  • Partner with Product and R&D to provide customer insights and support product improvements and new product introductions.
  • Collaborate with IT, Engineering, Sales, Customer Success, and Field Service on technical and customer initiatives.
  • Analyze support data and customer feedback to identify recurring root causes and opportunities for preventative improvements.
  • Recommend improvements to diagnostic processes, tooling, and workflows while staying current with relevant technologies and cloud services.

Requirements

• 5+ years of experience in technical support engineering, escalation engineering, cloud support, or a comparable customer-facing technical role, including senior or escalation-level experience.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline, or equivalent practical experience.
• Hands-on Azure experience across compute, storage, monitoring, and Log Analytics, including diagnostic work with logs and telemetry.
• Strong networking knowledge including firewalls, proxies, ports and protocols, DNS, TLS/certificates, VPNs, and troubleshooting in customer-controlled environments.
• Experience working directly with customer IT and security teams to resolve connectivity, access, or integration issues.
• Working knowledge of modern web application technologies such as TypeScript, React or similar frameworks, Node.js, and microservice architectures, with the ability to read code and interpret logs.
• Experience with Azure IoT Hub, Azure IoT Edge, or an equivalent device-to-cloud platform, including device identity, credentials, edge modules, and API troubleshooting.
• Practical Linux experience including command-line troubleshooting, services, system logging, containers, file systems, resource constraints, and networking.
• Ability to write queries to investigate issues, including KQL and SQL.
• Strong written technical communication skills and the ability to explain complex technical issues to customers, IT teams, and non-technical stakeholders.

Qualifications

Highly Regarded

• Experience supporting SaaS or cloud-connected products within hospitals, clinical laboratories, or restricted enterprise networks.
• Exposure to PLC or industrial control systems and protocols such as IEC 61131-3, CODESYS, OPC UA, MQTT, or similar technologies.
• Experience with SSO, SAML/OIDC, directory integration, and role-based access control.
• Understanding of refrigeration or thermal control systems and sensor behavior.
• Experience in medical device, bioscience, life sciences, or another regulated technology environment.
• Experience with complaint handling, post-market surveillance, or quality systems such as ISO 13485.
• Experience coaching other support engineers.
• Familiarity with connected instrumentation or laboratory equipment.

Skills

• Customer-first mindset with sound judgment around urgency and product integrity.
• Hands-on technical credibility across logs, dashboards, network traces, and diagnostic tools.
• Ability to translate complex cloud, software, network, and hardware interactions into clear recommendations.
• Strong practical problem-solving skills in complex environments.
• Accuracy and attention to technical and customer data.
• Ability to collaborate effectively across teams and organizational levels.
• Continuous improvement and growth mindset.

Pay

Target Pay Range: $130,000–$155,000

Salary will be determined based on education, experience, knowledge, skills, abilities, internal equity, and alignment with market data.

Benefits

• Medical, dental, and vision plan options.
• 401(k) plan to support long-term financial well-being.
• Unlimited vacation and sick time programs to help employees maintain a healthy work-life balance.