Technical Applications Scientist (BI Focused)

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.

Position Summary:

As an Illumina Technical Applications Scientist you would provide expert technical advice and troubleshooting assistance to customers, channel partners and internal teams across Illumina’s products. This position would require a focus on Analysis Software and Bioinformatics but may also include support for Library Prep, Sequencing Instruments, and MicroArray products. Serves as customer contact on technical and service-related problems.

As a member of the AMEA Service and Support Team you will represent Illumina in our after-sales support and will be expected to maintain a high standard of professional customer service.

Tasks and Responsibilities:

• Quickly and accurately answer technical questions, with a focus on Illumina’s bioinformatics and software products
• Professionally, efficiently and conclusively triage, troubleshoot and resolve customer complaints
• Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers
• Triage and dispatch issues requiring field support to Illumina or official Channel Partner Engineers and Applications Scientists
• Log and manage customer issues using Illumina’s issue-tracking database
• Manage and drive cases to ensure appropriate and timely action and resolution
• Conduct web based product trainings and application seminars for Illumina customers
• Provide oversight and feedback on channel service operations
• Reports problems trend, reagent and product quality issues to Regional/Global Product Support
• Performs additional duties as needed

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Education:

• Ph.D./ M.S or B.S. plus 2+ years relevant experience in bioinformatics, molecular biology, genetics or related field.

Preferred Experience:

• Experience with secondary and tertiary NGS analysis tools required
• Experience in optimization or troubleshooting bioinformatics pipelines and software
• Basic knowledge of linux and scripting
• Knowledge of basic network troubleshooting
• Hands on experience with Illumina sequencers and/or library prep a plus
• Prior commercial experience with channels and distributors is a plus
• Excellent analytical, problem solving and interpersonal skills required
• Outstanding written and verbal communication and training skills a MUST
• Experience working in any service role desired
• Experience working with distributors in the Asia Pacific, Middle East or Africa region is a plus
• Must be willing to travel up to 20%

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 accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.