Bioinformatics Customer Success Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Act as the main technical contact for customer support inquiries, partner questions, and data delivery requests.

• Assess, diagnose, and resolve issues related to failed secondary and tertiary pipeline runs, annotation and sorting errors, and cloud permission challenges.

• Conduct root-cause analyses for missing variants, control sample discrepancies, and runtime slowdowns, and relay findings to clients.

• Develop knowledge-base articles, runbooks, and FAQs based on recurring issues.

• Oversee production workflows and dataset deployments across GCP and AWS platforms.

• Establish and execute quality-control checks for pipeline inputs and outputs, focusing on sample identity, coverage, and variant-level QC metrics.

• Perform regression and validation testing on pipeline and platform releases using reference materials, such as GIAB.

• Estimate and monitor workflow compute expenses across cloud services.

• Document incidents and ensure fixes are tracked to completion in collaboration with engineering teams.

• Maintain and upgrade pipeline dependencies with comprehensive re-validation.

• Support customer onboarding by validating target capture files, metadata sheets, and sample identifiers.

• Submit, track, and confirm sample runs and re-analyses for customer accounts.

• Re-index, reload, and verify dataset nodes across deployment environments.

• Create customized data subsets, including BAM slices, collection-level VCFs, and targeted TSV extracts.

• Format and perform quality control on structural variant, short tandem repeat, and methylation outputs for partner handoffs.

• Collaborate with Business Development on demo datasets, proofs of concept, and compute cost evaluations.

• Relay structured customer feedback to product and engineering teams to influence the roadmap.

• Benchmark variant callers and evaluate pipeline parameters.

• Collaborate with the Staff Bioinformatician on exploratory features and engage in the internal bioinformatics journal club.

⛳️ Requirements

• Master’s degree in computational biology, bioinformatics, biostatistics, computer science, or equivalent experience.

• 1–3 years of professional experience in a biotech, diagnostic, or clinical bioinformatics role, preferably with customer or partner interaction.

• Outstanding written and verbal communication skills; capable of explaining complex technical issues to non-computational stakeholders.

• Organized and methodical approach to troubleshooting and root-cause analysis.

• Practical experience with NGS and -omics data processing pipelines, including running and debugging.

• Familiarity with FASTQ, BAM/CRAM, VCF, and BED file types and their analysis tools.

• Proficient in Python, R, or Java, along with strong shell scripting and command-line abilities.

• Keen attention to detail and a sense of responsibility for data quality.

• Background in biology or genetics, complemented by critical thinking and research skills.

• Eligibility to work in Canada.

• Preferred: experience with workflow languages such as WDL, CWL, Nextflow, or Snakemake, and container technologies like Docker or Singularity.

• Preferred: knowledge of cloud computing with GCP, AWS, or Azure, or HPC environments, including monitoring and logging tools.

• Preferred: automated testing or CI/CD for bioinformatics pipelines.

• Preferred: experience in quality systems or regulated environments such as CAP/CLIA or ISO 13485.

• Preferred: familiarity with ticketing or customer success tools like Jira Service Management, Zendesk, or Intercom.

• Preferred: knowledge of long-read sequencing, including SV, STR, and methylation analysis.

• Preferred: statistical abilities and data visualization skills.

• Preferred: hands-on experience in wet lab genomics.

• Preferred: proficiency with modern AI tools such as Claude Code.

🏝️ Benefits

• Flexible working hours and a remote-friendly environment, with the option to work on-site at the Toronto office.

• Comprehensive medical, dental, and vision coverage for you and your dependents.

• Three weeks of vacation.

• Unlimited sick leave.

• Maternity and parental leave top-up programs.

• One-time stipend for remote office setup.

• Support for career development and learning opportunities.

• Opportunity to participate in an Employee Stock Option Program.

• Chance to contribute to open science and global data-sharing initiatives.