Bioinformatics Customer Services Specialist Lead

We believe there is a smarter, more data-driven way to make decisions in health . As we pass 1,000,000 genomic profiles analyzed and look to the future of our platform, we are now searching for a Bioinformatics Customer Services Specialist Lead who will be be part of a dynamic and exciting international team. Our SaaS DATA Platform combines deep expertise in life sciences and medical disciplines with mathematical capabilities in data computing.
Our mission is to bring data analytics solutions to market, to support healthcare professionals by maximizing the power of Data-Driven Medicine. SOPHiA GENETICS (NASDAQ: SOPH) combines collective intelligence in Genomics, Radiomics, clinical research data , the DDM - Data-Driven Medicine, we can ensure that the data used to help patients today will also benefit the patients of tomorrow.
We observed that across the healthcare ecosystem, a vast amount of digital healthcare data is being generated, fueled by technologies such as next-generation sequencing ("NGS"). This data holds promise to accelerate our understanding of biology and disease.
The Bioinformatics Customer Services Specialist Lead reports to the Customer Support Manager - Level 2 and is mainly responsible for managing customer cases, guiding customers to success with core bioinformatics workflows, analyzing client data, and creating and updating support documentation. They will work closely with the Bioinformatics Services team to train and share knowledge to improve the resolve rate and resolution time of BioIT client support cases.
Main Responsabilities

• Answer bioinformatics related questions (internally and externally);
• Provide and document resolutions to issues and questions;
• Provide BioIT related support to clients including: Performing initial analysis of client data for investigations, answering client BioIT related questions from FAQs and knowledge base, attempt to view and simulate errors by gaining access to client accounts, escalate complex issues to Level 3 support teams as needed and follow up to ensure questions are being promptly addressed, identify similar client issues and request and participate in Root Cause Analysis (RCA) as needed;
• Create and update support documentation.

• Help with the release cycle: prepare and test new products (pipelines, new gene panels, etc.) for release, set up and run non-regression tests, test new developments and tools
• Gather and document customer feedback and collaborate with Data Science and Software Engineering teams to improve SOPHiA GENETICS products and documentation
• Mentor and train other members of the support team
• As this is a new role within SOPHiA GENETICS, help to define and document other responsibilities.

Requirements

• minimum Master's degree in Bioinformatics, Computer Biology or related field plus 3-4 years' experience. a PhD degree in Bioinformatics, Computer Biology or related field would be strongly appreciated.
• Experience with high performance computing clusters, bioinformatic analysis pipelines, version control systems, and parallel computing.
• Proficient in one or more scripting languages (R, Python, Perl, ...)
• Proficiency in working with Linux, bash scripting, and command line interface
• Broad knowledge of NGS data analysis, tools, and methods
• Demonstrated understanding of statistics
• Experience with handling / manipulating large datasets
• Experience parsing CSVs, JSON documents, SQL tables, and making API calls is highly preferred
• General knowledge of Microsoft Azure Cloud Services (architecture, technologies, SaaS)

Other requirements

• Strong interpersonal, written and oral communication skills including the ability to confidently present proposals

• Excellent time management, particularly the ability to effectively prioritize and execute tasks in line with business objectives

• Customer Oriented

• Excellent English verbal and writing skills. Any additional language is a plus

Benefits
You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth.
Business recognition and accolades include:

• World's most innovative companies (Top 10)
• World's smartest companies (Top 50)
• 100 Best Places to Work in Boston
• Top 10 European Tech Startup - 2020
• Top 10 European biotechs startup to watch - 2021
• Top 25 East-Coast Biotech to watch - 2021

Plus, you will find :

• A flexible, friendly, and international working environment with a collaborative atmosphere
• Flexible working hours, including hybrid remote / on-site working model
• An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
• A fast-growing company with plenty of opportunity for personal growth and development
• A hard technical challenge to solve with exciting modern technology - cloud computing, Big Data, DevOps, machine learning

Location: Boston, USA. Office-based, including 2 days per week remote / 3 days on-site.
Start: ASAP (or as agreed)
Contract type: Permanent, full-time
Application process
If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered.
After an initial screening process, candidates will be invited for remote interviews.
As committed employer, SOPHiA GENETICS offers everyone the same opportunities to access employment regardless of gender, ethnicity, religion, sexual orientation, social status, disability or age. SOPHiA GENETICS strives to develop an inclusive work environment that reflects the diversity of its employees. All information will be treated confidentially in accordance with the Employment Equity Act.