Field Applications Scientist – NGS Bioinformatics

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

📋 Description

• Deliver advanced helpdesk support for CSD NGS bioinformatics products and workflows by addressing complex issues related to data inputs and outputs, software functionality, system configurations, and environmental limitations.

• Manage customer support cases from the initial investigation to resolution by collecting requirements, replicating issues when feasible, identifying probable root causes, documenting findings, and clearly communicating progress.

• Prioritize and triage customer cases, escalating high-severity issues through established support channels and facilitating resolution in collaboration with internal teams.

• Collaborate with Product Management, R&D, Informatics, and Field teams by providing concise technical summaries, log files, screenshots, and reproducible examples.

• Create and maintain technical documentation, including troubleshooting guides, knowledge base articles, and known-issue summaries, to enhance the customer experience and boost support efficiency.

• Engage in structured product training to gain expertise across the CSD NGS bioinformatics portfolio and related workflows.

• Assist in customer training sessions and value-added service activities as part of your professional development and organizational 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 field, or equivalent experience.

• Experience or strong exposure to NGS bioinformatics with a keen interest in applied technical support.

• Experience in troubleshooting software, workflows, or bioinformatics applications is a plus.

• Preferred experience working collaboratively with multidisciplinary technical teams.

• Proficient understanding of Linux and command-line environments.

• Familiarity with Python or R, or willingness to enhance scripting skills.

• Strong analytical and troubleshooting skills with a systematic approach to problem-solving.

• Excellent technical documentation and organizational abilities.

• Strong customer communication skills with the capacity to articulate technical concepts clearly.

• Ability to manage multiple tasks while maintaining a keen attention to detail.

🏝️ Benefits

• Competitive remuneration

• Annual incentive plan bonus

• Healthcare

• A range of employee benefits