Field Bioinformatics Scientist Full-time

Field Bioinformatics Scientist

What if the work you did every day could impact the lives of people you know? Or all of humanity? At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients. Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

The Field Bioinformatics Scientist will be a key member of the Australia/New Zealand Service Solutions team to enable a seamless customer experience in the adoption of Illumina's growing suite of software offerings. This role will primarily focus on post-sales support, and where needed contribute to pre-sales engagements. They may assist sales teams to provide support, demos, evaluations and consultations that will be reliant on deep technical know-how to demonstrate the functionality of Illumina's software solutions based on customer needs.

This field-based role will require a combination of highly effective communication skills, customer management abilities, and technical skill sets relevant to the deployment and management of multi-omics software solutions, including understanding and applying bioinformatics concepts.

The Field Bioinformatics Support Scientist will be expected to build and maintain strong relationships with internal and external stakeholders across the region and globally, including sales, service solutions teams, and customers.

Position Responsibilities

• Responsible for supporting post-sales bioinformatics support activities for the ANZ sub-region, including front-line LIMS support to customers
• Provide technical support, training and onboarding to customers as well as first-line support teams, to manage and assist in resolving complex issues related to Illumina's software implementations
• Partner with sales specialists and large national genomics initiatives team, where necessary, with technical advice, consultations, evaluations and demos on Illumina's software solutions during the pre-sales process, based on customer's needs and infrastructure. Advise and consult about systems that interact with customer's IT environment, network security, cloud access, and data management
• Support in deploying, configuring and/or upgrading Illumina software solutions throughout the sales and customer onboarding process
• Consult on or build bioinformatic pipelines and workflows in a cloud environment
• Provide project updates on a consistent basis to various stakeholders about modifications and progress
• Analyze, investigate and troubleshoot software bugs and performance problems related to product configuration, systems environment and applications, including API, DB and cloud software and web services issues
• Assist in developing and training first-line support teams on Illumina's software solutions and concepts to build up expertise and complaint handling capabilities within the region
• Work with regional product support teams to develop regional tier 2 and 3 support capabilities for Illumina's software solutions
• Assist in the development and review of customer facing and internal documentation and support resources and collateral
• Proactively develop and maintain positive customer relationships. Work with field support teams to manage customer accounts
• Contribute to the development and improvement of key commercial support processes within Illumina's software portfolio.
• Proactively identifies gaps within S&S team, distributors and customers, and subsequently devise and implement appropriate solutions

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.

Position Requirements

• 2+ years of experience providing bioinformatics services within biotechnology and NGS industry preferred
• Prior field experience or similar supporting customers in a highly technical field
• Demonstrated ability to interact with principal investigator-level scientists as well as bioinformaticians, IT staff, and laboratory personnel
• Demonstrated expertise and experience with commonly used data analysis software applications and bioinformatics tools and programs, including those used for next generation sequencing
• Demonstrated experience with an existing cloud-based genomics platform solution, including building and troubleshooting bioinformatics workflows and pipelines
• Competence in R, Perl, Python or other scripting language in CLI environment commonly used in bioinformatic pipelines
• Competence in web development tools and languages including Python, JavaScript, CWL, JSON, SQL
• Familiarity with web deployments using Amazon, Azure including EC2, S3, Docker
• Exceptional written and verbal communication and excellent presentation and training skills
• Ability to operate as an independent contributor and as a cooperative member of a team
• Clear vision of and commitment to providing outstanding customer service.
• Ability to successfully operate in a fast paced, rapidly changing environment.
• Capacity to maintain composure in stressful situations.
• Willing to travel up to 50%

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills

• Requires a Master's degree or PhD in Bioinformatics, with experience in Next Generation Sequencing or related computational field
• Experience with Laboratory Information Management Systems (LIMS) and/or laboratory processes related to the field of next generation sequencing
• Experience in collaborative projects involving implementation of genomics cloud software enterprise solutions
• Familiarity with Linux and Windows network configurations and troubleshooting, including firewalls, proxies and services
• Demonstrated experience in business-to-business customer support working with enterprise client-server software solutions
• Familiarity with database administration tools (e.g. Oracle and PostgreSQL) as well as troubleshooting DB performance issues