Sr Field Bioinformatics Support 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.Illumina is hiring a Sr. Field Bioinformatics Support Scientist focused on network troubleshooting and support of Illumina instrument and servers deployed in customer environments. This role is a field-based service and support role tasked with assisting customers in their utilization of Illumina products within their own infrastructure. This role will include a strong focus on Illumina cloud-based solutions, and supporting connecting customers, their instruments, their network and Illumina’s cloud portfolioThe successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Sr. Informatics Network Engineer partners with customers, front line field personnel, and internal resources to provide pre-sales support, troubleshooting, complaint resolution, and consultation with respect to Illumina products in the customers’ environment. This position serves as a technical expert consultant during pre- and post-sales activities, an advanced troubleshooter, and as a consultant to development.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, Service and Support teams, Sales, and customers as well as trusted relationships with Global Product Support, Development, and Quality.RESPONSIBILITIES:Troubleshoot complex issues related to Illumina instruments and their IT environment in collaboration with a variety of teams including Field Service Engineers, Field Applications Scientists, Sales, Technical Support and internal developersConsult with Pre- and Post-sales customers to facilitate adoption and uptake of NextGen Sequencing by ensuring that the customer is ready for data generation, transfer, and analysis-related challengesIncrease customer satisfaction by acting as an expert customer-friendly resource for customer networking, information security, and general connectivity questions as they relate to Illumina instruments and computational products.Actively participate in product development teams representing the voice of customer, supporting beta tests, and development of training collateral prior to product launch.This position involves strong written and verbal communication with customers including IT personnel, principal investigator-level scientists, bioinformaticians, and laboratory personnel.Requirements:5+ years relevant experience including experience in an external customer facing role strongly preferredExperience with compute systems including administration, troubleshooting, and networking Windows-based systems required. Additional Linux experience preferred.This should include GPOs, network architecture, firewalls, domains (DC/OU), Permissions and credentials including AD/LDAP, PowerShell, security, IP/OSI Layer interaction, file shares and mounting, log analysis for troubleshooting.Hands-on experience with Illumina products, including informatics offerings, as well as how Illumina instruments interact with other IT systems preferred but not required.Prior experience with cloud architecture, including single-tenant solutions required.Prior experience including troubleshooting, resolving technical issues, and directly supporting customers in a highly technical field strongly preferred.Demonstrated strong written and verbal communication skillsMust be willing to travel up to 30%.BS in computer science or engineering or equivalent work experience required. IT-related professional certifications related to skills outlined above a plus,. Example certifications will include CCNA/CCNP, Network+,Security+, MCSA/MCSE (or role-based equivalents), AWS CP/SOA/SAAll listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilitiesThe estimated base salary range for the Sr Field Bioinformatics Support Scientist role based in the United States of America is: $103,500 - $155,300. Should the level or location of the role change during the hiring process, the applicable salary range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.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 accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf