Customer Support, Software

**Customer Support, Software**

at Genapsys, Inc. Denver, CO or Remote in the US At Genapsys we are working to power the world of healthcare and diagnostics with advanced DNA sequencing technology. Our sequencing instrument platform leverages a proprietary electrical microfluidic sequencing chip with a scalable number of detectors, enabling a wide range of applications including targeted sequencing in oncology, pharmacogenomics and genome-wide sequencing in microbiology and others. We believe in a world where every researcher has a compact, scalable, and affordable sequencer in their own lab, empowering the democratization of genetic sequencing. Our novel sequencing method is revolutionizing genomics discovery, biomedical research, healthcare, diagnostics, agriculture, and a variety of other fields.

**About the Role:**

The Software Support member is an integral part of our customer support team. In this role, you will be supporting both internal and external customers with software issues related to the Genapsys platforms. You will be responsible for the successful resolution of these issue.

**Responsibilities:**

* Troubleshoot issues related to software and IT environments for the Genapsys instruments in collaboration with a variety of teams including Field Applications Scientists, Sales and internal developers.

* Consult with Pre- and Post-sales customers to facilitate adoption and uptake of NextGen Sequencing by ensuring that the customer is ready for data generation, transfer, and analysis-related challenges

* Increase customer satisfaction by acting as an exceptional customer-friendly resource for customer networking, information security, and general connectivity questions as they relate to Genapsys instruments and software products.

* Actively participate with product development teams representing the voice of customer, supporting beta tests, and development of training collateral prior to product launch.

* This position involves strong written and verbal communication with customers including IT personnel, principal investigator-level scientists, bioinformaticians, and laboratory personnel.

**Qualifications:**

* BS in Computer Science or Software Engineering or 2+ years relevant experience

* Experience in an external customer facing role strongly preferred

* Experience with compute systems including administration, troubleshooting, and networking Windows and Linux based systems required.

* Familiarity with python and other programming languages.

* Experience should include network architecture, firewalls, log analysis for troubleshooting

* Experience with interfacing between cloud and local resources required.

* Prior experience including troubleshooting, resolving technical issues, and directly supporting customers in a highly technical field strongly preferred

* Demonstrated strong written and verbal communication skills

* Must be flexible in working hours as this position may require customer support after regular business hours

**Desired Qualities:**

* Detail Orientated - pays close attention to detail.

* Problem Solving - identifies and resolves problems in a timely manner; gathers and analyzes information skillfully.

* Pattern Recognition ability to recognize and document recurring issues and their resolution.

* Verbal Communication - speaks clearly and persuasively in positive and/or negative situations.

* Written communication ability to write clear requirements including user stories and acceptance criteria, proposals and contractual documentation.

* Building partnerships build and maintain partnerships with customers and colleagues.

* Understanding ability to read, understand, discuss and respond to customer requirement documentation.

* Creative thinks outside the box and is not afraid to propose new ideas and ways of doing things.

* Presentation skills building and delivering presentations to diverse audiences.

* Prioritizing ability to juggle workload and prioritize based on needs of the customer and team.

* Team focused willing to roll up your sleeves and help colleagues out even if not part of your job description.

**What we offer (US based-employees):**

* Competitive compensation and generous stock options.

* Comprehensive, industry-leading medical, dental and vision benefits for employees and dependents.

* Pre-tax savings plans for health care, child care, elder care, public transportation and parking expenses.

* 401(k) retirement plan with matching employer contribution.

* Free daily catered gourmet lunches and snacks.

* For those emergency moments - long and short term disability, life insurance (2x salary) and an employee assistance program.

* Work with driven and enthusiastic colleagues in a fast-paced and entrepreneurial environment, the opportunity to work on problems that matter in a highly collaborative environment.

At this time, we can only consider applicants with authorization to work in the United States on a permanent, full-time basis; unfortunately, we cannot provide visa sponsorship.

The anticipated starting base pay for this position is: $31 to $40 per hour.

Compensation for this role will depend on a number of factors, including a candidates qualifications, skills, competencies, experience and geographic location, and may fall outside of the range shown. Genapsys offers a competitive total rewards package, which includes a 401k match, healthcare coverage, paid time off, holiday pay and a broad range of other benefits.

*A diverse and inclusive workplace where we learn from each other is an integral part of Genapsys' culture. We actively welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a great place to work. Join us and help us achieve our mission*

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