Pay Competitive
Employment type Other
Job Description
Req#: 871DA396E4
SOPHiA GENETICS combines deep expertise in life sciences with mathematical capabilities in data computing to create the future of AI-assisted Medicine.
We are hiring for the Bioinformatician Customer Services Specialist (LEAD). The Bioinformatics Customer Services Specialist Lead reports to the Customer Support Level 2 Manager 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.
Bring your knowledge & passion to SOPHiA GENETICS, and join our mission to radically improve the outcomes for Cancer & Rare Disease patients globally as our Bioinformatics Customer Services Lead for LAPAC Territory
Why us:
We believe there is a smarter, more data-driven way to make decisions in healthcare. Support our customers to push industry boundaries, as we pioneer into newly discovered fields and combine complex, multi-modal data for the first time!
SOPHiA GENETICS (NASDAQ: SOPH) combines Data-Driven Medicine, Genomics and Radiomics, to ensure that the data used to help patients today will also benefit the patients of tomorrow. SOPHiA DDM Platform in supporting multimodal data-driven medicine.
WHAT CAN WE OFFER YOU
You will have the opportunity to recommend and drive new initiatives and support our fast-growing organization. We are looking for a motivated, enthusiastic and flexible person with the capacity to work independently on projects to completion.
Therefore, if you’re a dynamic, self-motivated professional who believes nothing is impossible, love to learn and be curious, we’d love to have you as part of our team!
Responsibilities
Level 2 Customer Support
* 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
* Providing requested documents that are approved for distribution to clients, e.g. product technical files
* 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.
Team collaboration
* 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.
Education & Working Experience
* Minimum PhD degree in Bioinformatics, Computer Biology or related field; Or minimum Master’s degree in Bioinformatics, Computer Biology or related field plus 3-4 years’ experience.
* Experience with high performance computing clusters, bioinformatic analysis pipelines, version control systems, and parallel computing
Other Experience & Skills
* 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)
Competencies
* Ability to learn from mistakes and always improve accordingly (we learn)
* Teamwork spirit and multicultural open mind (we collaborate)
* Excellent English verbal and writing skills. Any additional language is a plus
* Excellent organizational competencies
* Ability to adapt to changing environments (we adapt)
* Strong organization competencies and attention to details
* Ability to execute and set clear action steps for implementing decisions (we do)
You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth.
* A flexible and friendly working environment with a collaborative atmosphere
* International and multicultural environment
* A fast-growing company with plenty of opportunity for personal growth and development
* All the accessories you need: MacBook Pro, Keyboard, Monitor, Noise-cancelling headphones
* Excellent Medical Insurance covering Health, Dental and Vision
* Life insurance
Starting date: ASAP (or as agreed)
Location: Field based
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. Selected candidates will then be invited for personal interviews
About the company
SOPHiA GENETICS is an American Swiss biotechnology company with its headquarters in Lausanne and Boston.
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