Product Support Specialist, EDP

Position Summary:

The Product Support Specialist, SaaS/PaaS will be an integral member of the Product Support team for Precision’s cutting-edge Clinical Translational Hub platform, QuartzBio. This position will work with an interdisciplinary team and interface directly with clients to advance adoption of QuartzBio’s technology solutions.

The Product Support Specialist, SaaS/PaaS will join a team with responsibility for onboarding and training new customers, providing hands-on support to existing customers, and developing customer-facing materials. As a member of the Product Support team, the Support Specialist, SaaS/PaaS will focus on developing training materials, leading onboarding, and guiding the pre-sales technical process for new and existing SaaS/PaaS customers. Additional responsibilities will include collaborating with the QuartzBio commercial team to develop responses to RFP/I’s and the QuartzBio marketing team to develop webinars and other customer-facing materials.

Essential functions of the job include but are not limited to:

• Proactively manage technical support requests from customers, serving as the front line of customer success
• Create technical documentation content to enhance ease of configuration of QuartzBio’s technology solutions
• Collect feedback and share observations on implementation success
• Perform application testing with focus on configuration and deployment, and provide feedback in product management/development planning sessions
• Collaborate internally with members of other Quartz teams, pseudo-internally with members of other Precision divisions, and externally with vendors (e.g. product support platforms)
• Other duties as assigned

Qualifications:

Minimum Required:

• Bachelor’s Degree in Computer Science, Computational Biology, Bioinformatics, Data Science, Biostatistics, or related field
• 1-3 years of industry experience in Bioinformatics, Software Development, Data Science or related field

Other Required:

• Experience with cloud environments (AWS preferred)
• Expertise in Bioinformatics and/or Data Science with proficiency in at least one scripting language (R and Python preferred) and command line
• Team player contributing to a positive, collaborative working environment
• Excellent communication and interpersonal skills. Ability to present work internally and externally
• Ability to interface with software engineering teams to communicate technical requirements
• Ability to interface with external teams to understand requirements and translate into actionable development goals
• Ability to work independently, exercising judgment within generally defined practices and selecting an approach for performance against high-level goals
• Extended work hours may be required to meet business demands
• Able to travel both domestically and internationally including overnight stays
• Must be able to read, write, speak fluently and comprehend the English language

Preferred:

• Expertise in common Bioinformatics pipelines and analyses for ‘omics and other molecular assay data
• Advanced degree in Computer Science, Computational Biology, Biochemistry, Bioinformatics, Data Science, Biostatistics, Biology or related field