Senior Bioinformatics Support Scientist
Posted on Apr 6, 2021 by Illumina
The Sr. Bioinformatics Support Scientist position is responsible for all aspects of customer success. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Sr. Bioinformatics Support Scientist partners with customers, front line field personnel, and internal resources to provide pre-sales support, technical training, troubleshooting, and complaint resolution with respect to Illumina data, instruments, and bioinformatic solutions as well as experimental and workflow design. This position serves as a scientific and technical expert consultant during pre- and post-sales activities and will collaborate with broader commercial team to maximize sales growth and customer satisfaction.
This role requires expert-level troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships with internal and external stakeholders across the region including Sales, Service and Support teams, and customers as well as Marketing and Product teams.
Consult on complex pre-sales engagements in partnership with Illumina sales personnel, including demos, discussions on bioinformatics and data analysis, and helping customers design analytic workflows.
Engage with customers in post-sales contexts to ensure successful adoption and implementation of Illumina bioinformatics products, platforms, and workflows.
Troubleshoot complex customer complaints related to Illuminas bioinformatics portfolio and other analytical challenges involving genomics data.
Provide customer facing trainings on Illumina's bioinformatics portfolio and general bioinformatics approaches to analytical challenges. Train and develop AMR support team skillsets in bioinformatics and Illumina software portfolio.
Provide voice of customer feedback to internal groups including marketing and development to improve current and upcoming products.
When needed, travel to customer sites to provide training, troubleshooting, or consultation support for sales or support teams.
Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.
Typically has a minimum of 5+ years of experience in a similar position including general experience in Computational Biology, Life Sciences or Genomics industries..
Degree in computational fields (eg Bioinformatics, Computer Sciences), or Life Sciences fields (eg Molecular Biology, Genomics, Genetics, Computational Biology). Experience in Next Generation Sequencing preferred.
Strong knowledge of genomics, sequencing applications, and methods that apply to Bioinformatics and Illumina technology.
Prior field experience supporting customers in a highly technical field required.
Demonstrated expertise and experience with commonly-used data analysis software applications and bioinformatics tools and programs, including those used for Next Generation Sequencing required. Experience with Illuminas bioinformatics portfolio preferred.
Excellent skills in data analysis. Demonstrated experience using bioinformatics or analytics to solve complex scientific or technical challenges.
Fluency in at least one scripting/programming language (eg Python, Perl, R, etc.) commonly used in bioinformatics pipelines required.
Linux fluency required, and experience with cloud environments preferred.
Proven ability to resolve complex issues while maintaining positive customer relations and communication.
Exceptional written and verbal communication and excellent presentation and training skills.
Must be willing to travel up to 30%
All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities