Job Description

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

About the role

As a Helpdesk Support Technician, you will provide high-quality technical and functional support for our Vitrolife software solutions, eBase and eWitness. You will help customers after go-live by troubleshooting incidents, answering questions, and ensuring our solutions run reliably every day.

We’re looking for someone with a solid IT background, an understanding of databases, and the curiosity to dig into technical challenges. Most importantly, you enjoy helping people, solving problems, and being the person customers and colleagues can rely on.

This role is based in Aarhus, where you will join a dedicated local team of 5 colleagues.

Your impact

• Provide first-, second- and third-line technical and functional support for eWitness and eBase.
• Analyze, triage, and resolve incidents; perform root-cause analysis using application logs (Java/Apache Tomcat), SQL queries and configuration review.
• Build in-depth knowledge of eBase and eWitness and their Servoy-based architecture, becoming a recognized product expert in the support team.
• Reproduce and document defects; escalate to Development with clear reports and verify fixes before release to customers.
• Guide customers remotely through troubleshooting and best practices. Maintain the knowledge base and support documentation.
• Participate in the 24/7 support phone cover for Vitrolife Technology products.

What you bring

• Education: Bachelor's degree in Information Technology, Computer Science, or a related field; or equivalent professional experience.
• Experience: 2+ years in technical support, application support, or service desk role for enterprise or SaaS software; healthcare/medtech experience is a plus.
• Technical: Good understanding of database architecture with hands-on SQL/PostgreSQL, plus familiarity with Java/Apache Tomcat and reading application logs.
• Product depth: Eager to dive into eBase and eWitness and learn their Servoy-based architecture inside out.
• Skills and language: Strong analytical problem-solving, fluent English, and the ability to explain technical topics clearly to non-technical users.

Who you are

• Customer-centric mindset: finds satisfaction in solving problems and helping users, every day.
• Detail-oriented and thorough — keeps digging until the real root cause is found.
• Analytical and fast learner who can rapidly acquire deep product knowledge and apply it under time pressure.
• Calm and resilient when handling urgent issues from clinical environments.
• Collaborative team player who works effectively with Development, Implementation, and Product teams.

Success in this role means

• Customer satisfaction: timely, professional support with minimal disruption to clinical operations.
• Effective problem resolution: incidents analyzed, prioritized and resolved at the root cause.
• Product expertise: a trusted go-to expert on eBase and eWitness within the Support team.
• Quality and knowledge sharing: accurate documentation and knowledge-base content that speed up support.
• Proactive support: recurring issues and risks spotted early and fed back to Product and Development.

Contact information

We review applications on an ongoing basis and will close the recruitment once we have found the right candidate. We look forward to receiving your application.

If you have any questions, please reach out to Recruiting Manager, Customer Care Manager Technology, Katrine Rydeen Skyldahl on phone +45 24 69 81 20.