Senior Technical Support Engineer - Software & IT Connectivity

ABOUT US:

At Vitrafy Life Sciences, we’re not just part of the biotech industry, we’re redefining it by improving the quality of healthcare treatments by providing effective cryopreservation solutions. Our breakthrough cryopreservation technologies could create new global standards in the way biological materials are preserved, transported, and delivered, ultimately helping preserve life.

Our innovative cryopreservation technology provides cryopreservation solution spanning cryopreservation devices, packaging and an integrated software platform, LifeChain™, focused on retaining the quality of biological material across the entire cryopreservation supply chain.

We are Australian based, with our head office in South Melbourne, manufacturing and scientific lab based in Ballarat and established operations in the US.

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, and customer support. 

You will own complex customer escalations from initial diagnosis through resolution, working directly with customer IT teams, internal Engineering, Product, R&D, Field Service, and Commercial Operations. 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 spend time in logs, telemetry, dashboards, diagnostic tools, and network detail, while also 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. 

LifeChain™ Platform & Software Escalation ~40% of the role  

• Build a strong working knowledge of the LifeChain™ platform and related technologies, including modern 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 before escalation. 
• Diagnose application-layer defects: workflow errors, data integrity issues, reporting discrepancies, performance degradation, and failures in the processing and automation logic that governs cryopreservation runs 
• Investigate data pipeline and storage issues from instrument to cloud, including ingestion failures, incomplete or duplicate records, latency, and reconciliation between device-reported and platform-recorded values. 
• Evaluate complex technical trade-offs (for example speed versus reliability, or tactical workaround versus permanent fix) and recommend the path that best balances customer impact against product integrity 
• Track release cycles and deployment schedules so that support readiness, documentation, and customer communications land ahead of each LifeChain™ release 

Cloud & Customer IT Connectivity ~40% of the role  

• Own connectivity troubleshooting end to end — from an instrument on a customer’s laboratory network, through their firewall and network infrastructure, to secure data landing in LifeChain™ 
• Work directly with customer IT and security teams on network requirements: outbound allowlisting, firewall and proxy configuration, port and protocol requirements, VLAN and network segmentation, and site readiness assessments ahead of deployment 
• Diagnose secure transmission faults including TLS and certificate issues, certificate expiry and renewal, authentication failures, and interrupted or buffered telemetry after a network outage 
• Support identity and access configuration, including single sign-on, directory integration, and role-based access within customer environments 
• Investigate telemetry and data acquisition issues across the cryopreservation supply chain, including Azure IoT Hub, IoT Edge runtime and modules, device credentials, certificates, protocol fallback, store-and-forward behavior, and data integrity in LifeChain™. 
• Use Linux command-line tools on edge and instrument compute environments to investigate services, containers, logs, disk and resource constraints, network configuration, and name resolution issues. 
• Apply and enforce security best practices and data handling requirements when accessing customer environments, connected devices, and biological material data; support customer security reviews and questionnaires with accurate technical detail 
• Partner with Engineering to specify and maintain remote diagnostic tooling, monitoring, and alerting, including dashboards for platform uptime, device connectivity, and data transmission health

Hardware-Adjacent Triage ~20% of the role  

• Determine whether a reported fault originates in the instrument, the software, or the network — the boundary calls where symptoms rarely sit within a single layer 
• Interpret device-reported diagnostics, sensor readings, alarms, and error states well enough to isolate an instrument fault remotely and rule out software or connectivity causes 
• Provide Field Service and firmware development teams with precise, evidence-based handoffs so on-site visits are targeted and first-time fix rates improve. 
• Feed recurring hardware-origin patterns back to Product, R&D, and Field Service to support root cause work and design improvement 

Customer Experience & Support Delivery  

• Act as the final internal escalation point for complex or high-priority customer situations spanning software, cloud infrastructure, connectivity, and connected equipment, escalating to Engineering, as needed 
• Own assigned escalations end to end, from first diagnosis through resolution, customer communication, and confirmation that the fix held 
• Resolve customer issues across phone, email, chat, and remote sessions against defined severity levels and response targets, including participation in after-hours escalation support for critical issues when required. 
• Recognize when a reported issue meets the definition of a customer complaint and ensure it is documented in the quality management system to the required standard and timeframe. 
• Identify and escalate potential safety issues and reportable events promptly in line with medical device vigilance and post-market surveillance procedures. 
• Contribute to the KPIs the function is measured on — first response time, platform uptime, resolution rate, NPS — by resolving deeply rather than routing quickly 

Knowledge, Tooling & Cross-Functional Partnership  

• Maintain support-side documentation — diagnostic runbooks, log interpretation guides, network configuration references, and known-issue articles covering LifeChain™ and connected systems 
• Use and improve support platforms and workflows (CRM, ticketing, knowledge base, remote diagnostics) within the support function 
• Receive knowledge transfer from Engineering, Product, and R&D, and translate design intent into terms the support function can troubleshoot against 
• Partner with Product and R&D to provide customer insights, advocate for product improvements, and support new product introductions across software, cloud, and connected hardware offerings 
• Partner with IT and Engineering on cloud infrastructure, system integrations, reporting, and automation initiatives 
• Collaborate with Sales, Customer Success, and Field Service to ensure consistent service delivery and alignment with customer commitments 

Continuous Improvement  

• Analyze support data and customer feedback to identify trends, recurring root causes, and opportunities to eliminate categories of issue rather than instances of them 
• Recommend and implement improvements to diagnostic process, tooling, and workflow within the support function 
• Remain current on relevant technologies, cloud services, and programming languages 

ABOUT YOU: 

Required  

• 5+ years in technical support engineering, escalation engineering, cloud support, or a comparable customer-facing technical role, including time at the senior or escalation tier 
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related technical discipline, or equivalent practical experience 
• Hands-on experience with Azure services (compute, storage, monitoring, and log analytics), including real diagnostic work in logs and telemetry rather than administration alone 
• Strong practical networking knowledge — firewalls, proxies, ports and protocols, DNS, TLS and certificate management, VPN, and network troubleshooting in environments you do not control 
• Demonstrated experience working directly with customer IT and security teams to resolve connectivity, access, or integration issues 
• Working familiarity with modern web application stacks such as TypeScript, React or similar component frameworks, Node.js, and microservice architectures, with enough depth to read code and interpret logs. 
• Experience with Azure IoT Hub, Azure IoT Edge, or an equivalent device-to-cloud messaging and edge runtime platform, including device identity, credential lifecycle, edge modules, and API troubleshooting. 
• Practical Linux experience, including command-line troubleshooting, services and system logging, containers, file systems, resource constraints, and networking on remotely accessed systems. 
• Ability to write queries to investigate issues, including KQL against log and analytics data and SQL against relational data. 
• Strong written technical communication 
• Ability to explain complex system interactions clearly to customers, customer IT staff, and non-technical internal stakeholders 

Highly Regarded  

• Experience supporting SaaS or cloud-connected products deployed inside hospital, clinical laboratory, or other restricted enterprise networks 
• Exposure to PLC or industrial control systems and communication protocols such as IEC 61131-3, CODESYS, OPC UA, MQTT, or similar technologies. 
• Identity and access experience — single sign-on, SAML or OIDC, directory integration, role-based access control 
• Understanding of refrigeration or thermal control systems sufficient to interpret sensor behavior. 
• Experience in medical device, biosciences, life sciences, or another regulated technology environment, including exposure to complaint handling and post-market surveillance. 
• Experience working within a quality management system or regulated framework such as ISO 13485, with comfort following required documentation practices. 
• Experience technically coaching other support engineers 
• Familiarity with connected instrumentation or laboratory equipment sufficient to triage hardware-origin faults remotely 

Key Competencies  

• Customer-first mindset, with the judgment to balance a customer’s urgency against product integrity 
• Hands-on technical credibility — comfortable in logs, dashboards, network traces, and diagnostic tooling rather than relying on others to interpret them 
• Ability to translate complex system interactions across cloud, software, and network layers into clear, actionable insights 
• Aptitude for practical problem-solving where the variables are many and standard rules are limited 
• Accuracy and attention to detail in recording, analyzing, and interpreting technical and customer data 
• Works effectively across teams and at all levels of the organization 
• Continuous improvement and growth mindset 

Target Pay Range: $130,000 - $155,000; Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data

We anticipate this requisition will be open for a minimum of five days, from August 10, 2026. We encourage your prompt application.

The Perks!: Our benefits include medical, dental, and vision plan options. We also support long-term financial well-being through a 401(k) plan, along with unlimited vacation and sick time programs to help employees maintain a healthy balance between work and life.

Ready to Preserve the Future with Us?

If you're ready to join a fast-growing biotech leader where your work drives global change, Vitrafy Life Sciences is your next move.