Bioinformatics Support Scientist 1

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

• Only candidates living in Baltimore will be considered. This is not a remote position**

The Bioinformatics Support Scientist 1 position is expected to help support customers in their utilization of Illumina software and bioinformatics portfolio. The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Bioinformatics Support Scientist 1 (BSS1) partners with customers to provide guidance on technical questions, troubleshoot and resolve complaints with respect to Illumina software and bioinformatics solutions. This role requires demonstrated skill at troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. Role requires a fundamental understanding and application of bioinformatics concepts.

Responsibilities

• Provide timely and accurate responses to customer inquiries on bioinformatics-related technical issues via phone and email.
• Participate in scheduled phone support shifts during business hours, in addition to managing support cases and responding to customer emails.
• Troubleshoot and resolve customer complaints related to Illumina's bioinformatics portfolio
• Self-learn current Illumina bioinformatics tools required for support
• Provide guidance and support to internal tech support team on software issues - basic run planning to FASTQ generation pertaining to Illumina bioinformatics portfolio.
• Log customer communications appropriately into salesforce (CRM) according to work instructions
• Capture voice of customer appropriately into salesforce case and elevate customer feature requests to second level support teams (2LS)
• Engage with 2LS and know when to elevate issues to field support.
• Grow knowledge in new bioinformatics techniques to better support Illumina products.
• Communicate on strategic and competitive customer feedback and lead generation program
• Write and publish Illumina Knowledge Base articles to provide self-serve tools for customers.
• With guidance, prioritize tasks and responsibilities to achieve departmental key performance metrics.
• Represent the company professionally, ethically, and morally at all times.

Requirements

• Typically requires 0 to 2 years of previous professional experience.
• Knowledge of genomics, sequencing applications, and methods that apply to Illumina technology preferred.
• 1-3 years biotech experience preferred.
• Prior experience supporting customers in a technical field helpful.
• Demonstrated understanding of and experience with commonly-used data analysis software applications and bioinformatics tools and programs required.
• Basic experience with at least one scripting/programming language commonly used in bioinformatics pipelines required
• Basic Linux and Windows OS familiarity required
• Demonstrated problem solving and interpersonal skills.
• Strong written and verbal communication.
• Ability to operate as an independent contributor and as a cooperative member of a team.
• Commitment to providing outstanding customer service.
• Ability to successfully operate in a fast paced, rapidly changing environment.
• Capacity to maintain composure in stressful situations.
• Must be willing to travel up to 10%.

The estimated base salary range for the Bioinformatics Support Scientist 1 (Hub & Hybrid) role based in the United States of America is: $73,400 - $110,200. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual's qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact To learn more, visit: The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants.