Bioinformatics Support Scientist 1 (Hub & Hybrid) at Illumina

Baltimore, Maryland, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Biotechnology, Genomics, HealthcareIndustries

Requirements

Typically requires 0 to 2 years of previous professional experience
Knowledge of genomics, sequencing applications, and methods that apply to Illumina technology preferred
1-3 years biotech experience preferred
Prior experience supporting customers in a technical field 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
Basic Linux and Windows OS familiarity required
Demonstrated problem solving and interpersonal skills
Strong written and verbal communication
Ability to operate as an independent contributor and as a cooperative member of a team
Commitment to providing outstanding customer service
Ability to successfully operate in a fast paced, rapidly changing environment
Capacity to maintain composure in stressful situations
Must be willing to travel up to 10%
Only candidates living in Baltimore will be considered (not remote)

Responsibilities

Provide timely and accurate responses to customer inquiries on bioinformatics-related technical issues via phone and email
Participate in scheduled phone support shifts during business hours, in addition to managing support cases and responding to customer emails
Troubleshoot and resolve customer complaints related to Illumina's bioinformatics portfolio
Self-learn current Illumina bioinformatics tools required for support
Provide guidance and support to internal tech support team on software issues - basic run planning to FASTQ generation pertaining to Illumina bioinformatics portfolio
Log customer communications appropriately into salesforce (CRM) according to work instructions
Capture voice of customer appropriately into salesforce case and elevate customer feature requests to second level support teams (2LS)
Engage with 2LS and know when to elevate issues to field support
Grow knowledge in new bioinformatics techniques to better support Illumina products
Communicate on strategic and competitive customer feedback and lead generation program
Write and publish Illumina Knowledge Base articles to provide self-serve tools for customers
With guidance, prioritize tasks and responsibilities to achieve departmental key performance metrics
Represent the company professionally, ethically, and morally at all times

Skills

Bioinformatics

Troubleshooting

Customer Support

Genomics

Software Support

Technical Communication

Time Management

Illumina

Supports genomics startups through funding and resources

About Illumina

Illumina focuses on fostering innovation in the genomics industry by supporting startups through its Illumina Accelerator program. This program helps entrepreneurs create, launch, and grow genomics-focused companies by providing funding and resources. The accelerator operates in two main locations: the San Francisco Bay Area and Cambridge, UK. Illumina Accelerator has successfully invested in 68 genomics startups, which have collectively raised over $1 billion in venture capital. What sets Illumina apart from its competitors is its strong partnership with leading venture capital investors and its dedicated focus on the genomics sector. The goal of Illumina is to build a thriving ecosystem for genomics innovation, enabling new companies to emerge and advance the field.

San Diego, CaliforniaHeadquarters

1998Year Founded

$27.2MTotal Funding

IPOCompany Stage

Venture Capital, BiotechnologyIndustries

5,001-10,000Employees

Risks

Over-reliance on NVIDIA's AI technology may limit flexibility in AI solution adoption.

Standardizing proteomics data across platforms could challenge Illumina's data reliability.

Single-flow-cell NovaSeq X System might cannibalize sales of higher-end models.

Differentiation

Illumina leads in genomic sequencing with advanced AI integration and multiomic data analysis.

The company offers innovative array-based solutions for DNA, RNA, and protein analysis.

Illumina's global expansion includes a new Global Capability Center in Bengaluru.

Upsides

Collaboration with NVIDIA enhances drug discovery and clinical development through AI integration.

Pilot proteomics program with UK Biobank aims to generate crucial reference datasets.

Single-cell sequencing kits make high-throughput sequencing accessible to smaller labs.

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