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: As part of the Regional Informatics Support team, the Bioinformatics Support Scientist will provide support, escalation management, training and technical guidance to 1st and 2nd level support teams in Illumina, including the Technical Applications Scientists, Field Applications Scientists and Product Support Scientists on genomic data analysis pipelines and analysis applications. They will be responsible for resolving complex technical issues from customers, helping enable the commercial team to understand and support bioinformatics-based applications, enhancing the troubleshooting skills of the front-line support teams in this domain area, and for assisting the organization in driving the launch of new bioinformatics products and updates. Position Responsibilities: Analyze, investigate, and troubleshoot data analysis pipeline performance problems related to product configuration, system environment, and related applications, including API, database, cloud software and web services issuesRespond quickly to situations where front-line field application support or technical support has been unable to resolve issues.Drive escalated issues, provide guidance to resolve, or triage to the appropriate groups to achieve final resolution.Report and trend product quality issues.Communicate technical information and procedures to front-line support.Exercise good judgment to prioritize and manage inquiries of diverse scope and complexity.Assist in the development of both client facing and internal training materials and documents.Participate in workshops and other educational outreach to internal customers.Contribute to ongoing improvement of customer experience.Assist the region to launch new informatics products and updates.Collaborate internally, particularly within the commercial team and other bioinformatics teams, to aid the development and deployment of suitable solutions for customers.Carry out custom analyses on demand.Oncall responsibilities as required.Willingness to travel occasionally (<20%) to meet customers or to attend events to gain customer or market insights.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: Minimum two years’ experience in a bioinformatics role with relevant technical, user support, or project/product management experience.Advanced degree or PhD in Genetics, Biology, Bioinformatics, Computer Science, or a related technical area preferred; or 5 years relevant industrial experience.Preferred Experience/Education/Skills: Background in human disease genetics, preferably in cancer, rare disease or pre-natal testing.Understanding of clinical and phenotypic data management and the sensitivities surrounding patient cohort data.Experience with Illumina software’s portfolio e.g. DRAGEN, BSSH, or Clarity LIMS would be beneficial.Prior experience in an in-house or support role.Prior experience with working with Customer Relationship Management databases (e.g. SFDC) is advantageous.Experience with building pipelines and workflows in a cloud environment (CWL or other scientific workflow languages).Familiarity with AWS infrastructure.Broad hands-on experience in analyses of genomic datasets of various application types using bioinformatics tools and pipelines, including command line and graphical user interfaces.Proven experience in management and analyses of next generation sequencing data (demonstrated by publication record or industry track record).Competence in R, Perl, Python or other scripting language appropriate for genomic analyses would be advantageous.Experience with high-performance computing or cloud-scale data processing.Experience working with LIMS would be beneficial.Experience working with customers, preferably in the biotech/clinical/pharma industry.Strong troubleshooting and problem-solving ability.Strong 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.Fluency in English required, other languages would be beneficial.All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.#LI-HYBRID#illuminaproud 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.
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