Technical Application Scientist (12-month contract – Maternity Cover) Part-time NEW

Technical Applications Scientist (12-month Maternity Cover)

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.

Onsite (with some flexibility) – based in our Milan Solutions Centre, Italy

Closing date: 2nd March

The role

As a Technical Applications Scientist here at Illumina in Italy, you will be part of our in-house Technical Support team, providing expert guidance to both internal and external customers across Illumina's portfolio. In this role, you will support our next-generation sequencing (NGS) and array technologies, specialising deeply in one workflow while developing proficiency in a second. You will work closely with Field teams, Product Support, Customer Service and other global partners to resolve complex customer issues, contribute to technical documentation, and champion the customer experience. This is a highly collaborative position within a fast-paced, innovative environment where technical expertise and curiosity thrive.

Illumina's employee benefits are industry-leading and include flexible time off, private medical insurance, compassion and care time off, leisure travel insurance, pension, employee stock purchasing program, volunteer time off, and much more!

Why you

You are a scientifically curious, customer-focused technical expert with strong communication skills and a passion for problem solving. You bring significant experience in molecular biology, NGS workflows or Illumina platforms, and you are confident navigating both routine and complex technical challenges. You thrive in a role that blends autonomy with collaboration—able to independently handle day-to-day support cases while also working closely with global colleagues on escalations, training and documentation.

You are fluent in Italian (and Spanish an advantage) and English, and your ability to engage clearly and professionally with a diverse customer base is one of your key strengths. Experience with CRM tools such as Salesforce, ISO-accredited environments, and previous call-centre or technical support roles will set you up for success. A Ph.D. or M.S. with relevant applications experience is preferred, though a B.S. paired with strong hands-on NGS experience will also be considered.

Key Responsibilities Include:

Customer Support & Case Management

• Provide high-quality phone and email support for customers across Illumina products and applications
• Manage both inbound and outbound communications, ensuring timely and thorough follow-up
• Document all customer interactions in Salesforce (SFDC), following live logging, tasking and escalation procedures

Technical Expertise & Issue Resolution

• Troubleshoot routine and complex issues within your specialist workflow
• Support a second workflow with guidance as needed
• Apply strong analytical and problem-solving skills to diagnose and resolve technical concerns
• Maintain up-to-date knowledge through ongoing training, including occasional bench work

Cross-Functional Collaboration

• Partner with Field teams, Product Support and Customer Service to resolve escalated cases
• Take ownership of key accounts across the region when required
• Participate in sustaining and product development teams to provide field-driven insights

Training, Documentation & Knowledge Sharing

• Develop, write and edit technical documentation, such as webinars, bulletins and Knowledge Base articles
• Support the technical development of colleagues in your area of specialty
• Clearly and proactively share process knowledge, contributing to team growth and consistency

Quality, Compliance & Safety

• Adhere to global and local work instructions to maintain ISO accreditation
• Comply with all health and safety guidelines and standard operating procedures

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: . The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.