Technical Application Scientist 2 - Bioinformatics (Hybrid)

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.

Technical Applications Scientist 2 – Bioinformatics specialist (Hybrid)

Position located in Cambridge, UK

The Technical Applications Scientist 2 position is expected to help support customers in their utilization of Illumina software and bioinformatics portfolio. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The TAS 2 partners with customers to provide guidance on technical questions, troubleshoot and resolve complaints with respect to Illumina software and bioinformatics solutions.

This role requires demonstrated skill at troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. Role requires a fundamental understanding and application of bioinformatics concepts.

Fluent language skills in English is essential and one additional European language is preferred for this position.

Why you

You will have a keen interest and experience in supporting customers and providing the best levels of technical customer care possible. You will have excellent analytical, problem-solving and interpersonal skills as well as the ability to communicate technical information effectively to your customers.

You will come from a bioinformatics background and be passionate about supporting and advising our customers on Illumina products and applications. To be successful in this role you will have language skills in English and ideally one additional European language.

Key role as in-house Support Scientist 2 (Technical Applications Scientist) of Illumina products and applications. The role is to provide support to internal and external customers on all relevant Illumina products. Able to work independently with a high level of technical knowledge coupled with good team working. Complying with local and global work instructions maintaining ISO accreditation through good working practices is essential.

Responsibilities:

• Provides email and phone support to customers, both for incoming questions and outbound communication.
• Research and provide answers to customers on bioinformatics technical questions
• Troubleshoot and resolve customer complaints related to Illumina's bioinformatics portfolio
• Self-learn current bioinformatics tools required for support
• Provide guidance and support to internal Tech Support team on software issues
• Demonstrates clear and concise communications and can interact with a diverse population of internal and external contacts.
• Normally receives little instruction on day-to-day work and routine assignments such as responding to inquiries by phone and email, documenting customer interactions in Salesforce (CRM).
• Engage with Regional Product Support and know when to elevate issues.
• Ability to develop and maintain networks with key internal teams (Regional support teams, Customer Service, Sales) when necessary for resolution of escalated customer complaints
• Write and publish Illumina Knowledge Base articles to provide self-serve tools for customers.
• Consistently achieves department metrics and can clearly teach process to others when appropriate
• Prior experience supporting customers in a technical field is helpful.
• Demonstrated understanding of and experience with commonly-used data analysis software applications and bioinformatics tools and programs required.
• Basic experience with at least one scripting/programming language commonly used in bioinformatics pipelines required (Python, R, Perl, bash, Nextflow etc.)
• Basic Linux and Windows OS familiarity required

Experience/Education

• Typically requires a Master’s degree in Bioinformatics (with some focus in Next Generation Sequencing) or related computational field and at least some experience, or a PhD, or equivalent work experience.

What can you expect?

Our team members are bright, energetic, and dedicated - they are the driving force behind our innovation and impact. To attract the best and brightest, we offer a competitive employee benefits program. We view it as a smart investment in our people, one that recognizes the tremendous value they bring to our business every day. At Illumina, we push boundaries. We think beyond the conventional. We dream big. With the energy of so many bright and accomplished people, the opportunities are endless.

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Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.