The Opportunity
SeqOne builds software that helps clinical laboratories analyse genomic data — from rare disease diagnostics to oncology profiling. Our platform is used by hospitals and genomics centres across Europe, North America, and Asia-Pacific. As a Senior Bioinformatician in Customer Care, you sit at the intersection of bioinformatics science, customer success, and engineering. You are the expert customers turn to for complex genomic questions, deep technical troubleshooting, and hands-on service delivery. Your work directly ensures that clinical labs get accurate, reliable results for their patients.This is not a pure support role. You will investigate variant-calling discrepancies, generate CNV baselines, migrate variant databases, and read pipeline code to trace root causes — all while translating complex findings into clear guidance for diverse audiences.
What You Will Do
As a Senior Bioinformatician within the Customer Support team, you will be the primary technical contact for our customers, with a heavy focus (50% of your time) on delivering specialized bioinformatics services in addition to addressing their questions and challenges related to our genomic solutions. Your mission: solve complex problems, optimize the use of our tools, generate genomic models, manage data migrations, and contribute to the continuous improvement of our pipelines and interfaces based on field feedback.
Key Responsibilities
- Bioinformatics Service Delivery (50%): Execute specialized technical services including CNV/MSI/Methylation model generation, Variant Knowledge Base (VKB) data migrations (VCF/JSON/Alissa), manual project processing, and method validation support.
- Advanced Technical Support: Act as the senior technical point of contact for customers, troubleshooting complex genomic data analysis issues in collaboration with R&D and Data Science teams.
- Training and Knowledge Transfer : Develop educational materials (tutorials, webinars, FAQs) and provide high-level training to internal teams (incl. FAS) on new bioinformatics models and tools.
- Technical Feedback Loop: Translate insights and technical challenges from service delivery into actionable requirements for the R&D and Product teams to enhance pipelines and user interfaces.
- Scientific and Technical Watch: Stay up-to-date with advances in genomics and bioinformatics (e.g., new ACR/AMP guidelines or NGS technologies), and integrate this knowledge into customer support.
- International Collaboration: Work closely with teams based worldwide in a multicultural and agile environment.
Location & Team
- Location: US, Canada or Europe. Availability to work US hours required.
- Team: You will report to the Senior Customer Support Manager.
What We are Looking For
Education: PhD or Master’s degree in bioinformatics, genomics, computational biology, or a related field.
Experience: 5+ years of experience in genomics-focused bioinformatics, including at least 2 years in a customer-facing role (support, training, project management), you know how to manage customers in the US market.
Proven Industry Background: Significant experience working within regulated environments (ISO 13485, CAPA, or GxP).
Technical Skills:
- Proficiency in Python, R, Bash, and SQL.
- Hands-on experience with genomic analysis pipelines (GATK, BWA, Samtools, etc.) and data formats (FASTQ, BAM, VCF, etc.).
- Knowledge of genomic databases (NCBI, Ensembl, UCSC Genome Browser) and data management best practices.
- Experience with cloud environments (AWS, GCP) and containerization tools (Docker, Singularity).
Soft Skills:
- Excellent written and verbal communication in English; ability to explain technical concepts to diverse audiences.
- Autonomy, rigor, and team spirit in a startup environment.
- Strong customer service orientation and ability to handle complex situations diplomatically.
Why SeqOne?
- Direct Impact: Your contributions will enhance customer experience and shape the evolution of our genomic products.
- Stimulating Environment: Passionate team, innovative projects, and a culture of transparency.
- Flexibility: Remote work options, flexible hours, and competitive benefits.
- Growth Opportunities: Internal career development, continuous training, and participation in scientific conferences.
- Soft Skills: "Unstoppable Positivity" (resilience and solution-first mindset) and "Open Heart, Hands-On" (kindness combined with direct feedback).
Interested? Apply via this job posting or via careers@seqone.com with the subject line "Senior Bioinformatician — Customer Care". Make sure to include your resume and a short cover letter.
Job Type: Full-time
Pay: $70,000.00 - $110,000.00 per year
Benefits:
- Work from home
Experience:
- Bioinformatics: 5 years (Required)
- Customer support: 2 years (Required)
Work Location: Remote
