Field Applications Scientist – NGS Bioinformatics
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Job Description
Field Bioinformatics Application Scientist providing advanced technical support in NGS bioinformatics for the clinical sequencing division. Collaborating with teams to resolve complex issues and enhance customer experience.
Responsibilities:
- Provide advanced helpdesk support for CSD NGS bioinformatics products and workflows by troubleshooting complex issues related to data inputs and outputs, software behavior, system configuration, and environment constraints
- Own customer support cases from initial investigation through resolution by gathering requirements, reproducing issues where possible, identifying likely root causes, documenting findings, and communicating progress clearly
- Prioritize and triage customer cases while escalating high-severity issues through established support channels and driving resolution in collaboration with internal teams
- Partner with Product Management, R&D, Informatics, and Field teams by providing clear technical summaries, log files, screenshots, and reproducible examples
- Develop and maintain technical documentation including troubleshooting guides, knowledge base articles, and known-issue summaries to enhance the customer experience and improve support efficiency
- Participate in structured product training to build expertise across the CSD NGS bioinformatics portfolio and associated workflows
- Support customer training sessions and value-added service activities as part of your professional development and business needs
- Contribute to workshops, webinars, and demonstration readiness activities in support of the commercial organization
Requirements:
- BSc or MSc in Bioinformatics, Computational Biology, Genomics, Computer Science, or a related discipline, or equivalent experience
- Experience or strong exposure to NGS bioinformatics with a strong interest in applied technical support
- Experience troubleshooting software, workflows, or bioinformatics applications is advantageous
- Experience working collaboratively across multidisciplinary technical teams is preferred
- Fluent in German and English, French is a plus
- Working knowledge of Linux and command-line environments
- Exposure to Python or R, or willingness to further develop scripting skills
- Strong analytical and troubleshooting capabilities with a methodical approach to problem solving
- Excellent technical documentation and organizational skills
- Strong customer communication skills with the ability to explain technical concepts clearly
- Ability to prioritize multiple tasks while maintaining attention to detail
Benefits:
- Competitive remuneration
- Annual incentive plan bonus
- Healthcare
- A range of employee benefits
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