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 beginning to expand trusted relationships with Product Marketing, Global Product Support, and Quality
Consult on complex pre-sales engagements in partnership with Illumina sales personnel, providing demos and customer training on Illumina bioinformatics 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 Illumina's bioinformatics portfolio and customer interpretations of Illumina data in third-party analyses.
Train and develop AMR support team skillsets in bioinformatics, including development of content for Illumina bioinformatics portfolio products and general bioinformatic experience.
Provide voice of customer (VOC) 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 Life Sciences or Genomics industries.
Degree in computational field (eg Computer Science, Bioinformatics) with experience in Next Generation Sequencing preferred.
Strong knowledge of genomics, sequencing applications, and methods that apply to 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 Illumina's bioinformatics portfolio preferred.
Fluency in at least one scripting/programming language (eg Python, Perl, R) commonly used in bioinformatics pipelines required
Linux fluency and experience with APIs and cloud environments required
CWL or other workflow language experience preferred
Proven ability to resolve complex customer 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.
At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact firstname.lastname@example.org. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf