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.
Position Summary:
The Senior Bioinformatics Support Scientist (BSS) will partner with customers, front line field personnel, distributors and internal resources to provide post-sales support, internal technical support, technical training, troubleshooting, and complaint resolution with respect to Illumina bioinformatic solutions and Illumina data. The BSS will require a solid understanding of common bioinformatic tools and approaches applicable to Next Generation Sequencing. This position will also provide technical support to pre-sales engagements when required. This position is a hybrid role consisting of field-based and in-house responsibility components.
The region of coverage will be for the Emerging Markets district of Illumina comprising mainly of countries in Indian Sub-continent, SEA, Middle East, Africa and Turkey. This role requires 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, distributors and customers.
Position Responsibilities:
- Provide technical support or consultations in pre-sales processes when requested.
- Assist internal and distributor sales and support teams to understand customer’s bioinformatics/analytical needs to support, recommend or develop solutions based on Illumina’s bioinformatics software portfolio.
- Provide onsite or remote customer trainings on Illumina’s bioinformatics software portfolio.
- Collaborate and assist field-based support staff to manage customer accounts and troubleshoot customer complaints related to Illumina's instrumentation and bioinformatics software portfolio.
- Collaborate with internal and external teams to develop bioinformatics skillsets of support staff, including regional distributors, to build up bioinformatics expertise and complaint handling capabilities within the region.
- Participate in early testing of new software products, and assisting in planning regional internal and external support processes for such products.
- Assist in the development and review of customer facing and internal documentation and support resources and collateral.
- Provide voice of customer (VOC) feedback to internal groups to improve current and upcoming products and customer experience.
Listed requirements 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.
- At least 5 or more years of experience in a bioinformatics role with relevant technical, user support, or project/product management experience
- Demonstrated hands-on experience in the management and analyses of datasets of various application types using bioinformatics tools and pipelines, including command line and graphical user interfaces, particularly with next generation sequencing data (demonstrated by publication record or industry track record)
- Strong understanding of bioinformatic concepts (e.g. alignment, variant calling methods) needed in the formulation of workflows/pipelines for the analysis of next generation sequencing data
- Competence in R, Perl, Python or other scripting language appropriate for bioinformatic analyses
- Experience with high-performance computing or cloud-scale data processing
- Strong troubleshooting and problem-solving ability
- Outstanding communication skills, both written and verbal and excellent facilitation and presentation skills
- Outstanding interpersonal skills
- Ability to work collaboratively and communicate effectively in a highly matrixed organization
- Demonstrated ability to coordinate and communicate information with stakeholders from diverse backgrounds
- Strong organizational skills, including ability to rapidly balance priorities in a fast-paced environment
- Clear vision of and commitment to providing outstanding customer service
- Must be willing to travel up to 50% of the time or as business situation dictates.
- Based in Bangalore
Preferred Experience/Education/Skills:
- Advanced degree or PhD in Genetics, Biology, Bioinformatics, Computer Science, or a related technical area preferred
- Field-based experience in customer facing role, preferably in the biotech or clinical/pharma industry
- Background in human disease genetics, preferably in cancer, rare disease or pre-natal testing
- Experience with handling data from Illumina’s sequencing and array technologies
- Familiarity with Illumina Bioinformatics Solutions and/or related NGS analysis tools is a big plus. Eg. Dragen, ICA, Emedgene, Illumina Connected Insights, Clarity LIMS
- Experience in wet-lab molecular biology techniques
- Experience with LIMS and laboratory processes related to the field of next generation sequencing.
- Prior experience working with Customer Relationship Management (CRM) systems, such as SFDC
- Experience with APIs and web services strongly desired
- Experience with building pipelines and workflows in a cloud environment (CWL or other scientific workflow languages)
- Familiarity with AWS infrastructure
Illumina believes that everyone has the ability to make an impact, and 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.
