Bioinformatics Software Technical Support Scientist

Summary

Join Scale Biosciences, an early-stage life sciences company developing single-cell solutions, as a Bioinformatics Software Technical Support Scientist. You will be responsible for providing first-line bioinformatics and software support to customers, ensuring they understand and can troubleshoot their analysis pipeline. This role involves working directly with customers, managing issue escalation, holding consultations with scientists, partnering with internal teams, and representing customer feedback. You will also develop training materials, stay updated on new tools and algorithms, and participate in outreach activities. This position requires strong communication skills, 4 years of Bioinformatics experience, a Masters or PhD in a relevant field, and experience in software support, UNIX/Linux environments, and NextFlow software deployment.

Requirements

• You must be an effective communicator and have a sincere desire to provide great support for our customers
• 4 years of Bioinformatics experience
• Masters or PhD in Biology, Bioinformatics, Computer Science, or similar discipline or equivalent work experience
• Bioinformatics teaching or training experience
• Demonstrated experience implementing, troubleshooting and supporting bioinformatics software and pipelines
• Diagnose and resolve technical issues related to software applications, APIs, databases, and integrations
• Experience providing step-by-step solutions to customers via email, chat, or phone
• Experience in UNIX/Linux environments, and scripting or programming experience
• Experience deploying NextFlow software on HPC, Amazon AWS, and Google Compute Engine
• Experience using/troubleshooting HPC issues (SGE, LFS, SLURM, etc)
• Familiarity with Next Generation Sequencing technologies (NGS)
• Growth mindset

Responsibilities

• You will work directly with our customers to provide first-line bioinformatics and software support
• Serve as a customer-facing expert on Scale Biosciences software and bioinformatics products providing timely and expert resolutions to issues and questions
• Manage the issue escalation process
• Hold peer-level consultations with scientists and bioinformaticians at top academic, research, and corporate institutions
• Partner daily with in-house R&D scientists, computational biologists, and software engineers to provide timely resolution
• Be the “Voice of the Customer” as a member of core product development teams
• Distill, quantify, and actively represent customer feedback to internal teams
• Use your “Customer Perspective” to advocate for the User Experience
• Develop and maintain accessible software training material for internal and external training
• Constantly learn new tools, algorithms, and analysis strategies being applied to Scale Biosciences data developed both in-house and in the community
• Bioinformatics outreach, virtual and in-person participation in trade shows, seminars, and technical symposia
• Remote members must be able to travel up to 20%, HQ based members up to 10%
• Help wet-lab scientists analyze their data

Preferred Qualifications

• Experience with Single Cell sequencing data
• Experience performing transcriptome, epigenome and multi-omics single cell analysis including alignment, QC filtering and figure generation
• Experience deploying software on AWS, Azure and GCP
• Bioinformatics consultation experience including experimental design, statistical approaches, multi-omics integration, batch correction and basic machine learning applications
• Experience in customer-facing support roles
• Experience using Salesforce and other omni-channel Support Management platforms

Benefits

• Health and dental benefits
• 401K retirement saving plan
• State of the art laboratory facilities
• An exciting and innovative culture with the opportunity to enable a novel single cell technology