Bioinformatics Customer Success Specialist

Job not on LinkedIn

🔥 8 minutes ago

🇨🇦 Canada – Remote

💵 $70k - $95k / year

⏰ Full Time

🟢 Junior

🏆 Customer Success

👻 Ghost score 0%

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DNAstack

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

🏥 Healthcare

💼 Consulting

📦 Logistics

💰 Pre Seed Round - DNAstack on 2019-01

Healthcare • Consulting • Logistics

<DNAstack> is a software company offering Omics AI, a standards‑compliant SaaS platform that enables federated discovery, sharing, and AI‑powered analysis of omics and health data. It helps data custodians connect, protect, and share sensitive genomic and health datasets across distributed national and international research networks while maintaining GA4GH compliance, privacy, and security. DNAstack’s products power pandemic surveillance, neuroscience, rare disease, and oncology collaborations by making federated data findable, accessible, and analyzable without centralizing sensitive data.

📋 Description

• Serve as the primary technical point of contact for customer support tickets, partner inquiries, and data delivery requests • Triage, diagnose, and resolve failed secondary and tertiary pipeline runs, annotation and sorting bugs, and cloud permission issues • Lead root-cause investigations into missing variants, control sample mismatches, and runtime bottlenecks, and communicate findings to customers • Create knowledge-base articles, runbooks, and FAQs from recurring issues • Monitor production workflows and dataset deployments across GCP and AWS • Define and run quality-control checks for pipeline inputs and outputs, including sample identity, coverage, and variant-level QC metrics • Run regression and validation tests on pipeline and platform releases using reference materials such as GIAB • Estimate and track workflow compute costs across cloud platforms • Document incidents and track fixes through completion with engineering • Maintain and upgrade pipeline dependencies with full re-validation • Onboard customers by validating target capture files, metadata sheets, and sample identifiers • Submit, track, and verify sample runs and re-analyses across customer accounts • Re-index, reload, and verify dataset nodes across deployment environments • Generate customized data subsets, including BAM slices, collection-level VCFs, and targeted TSV extracts • Format and QC structural variant, short tandem repeat, and methylation outputs for partner handoffs • Partner with Business Development on demo datasets, proofs of concept, and compute cost estimates • Bring structured customer feedback to product and engineering to shape the roadmap • Benchmark variant callers and pipeline parameters • Partner with the Staff Bioinformatician on exploratory features and participate in the internal bioinformatics journal club

🎯 Requirements

• Master's degree in computational biology, bioinformatics, biostatistics, computer science, or equivalent experience • 1–3 years of professional experience in an industry biotech, diagnostic, or clinical bioinformatics role, ideally customer- or partner-facing • Exceptional written and verbal communication; able to explain complex technical issues to non-computational stakeholders • Structured, methodical approach to troubleshooting and root-cause analysis • Hands-on experience running and debugging NGS and -omics data processing pipelines • Working knowledge of FASTQ, BAM/CRAM, VCF, and BED file types and analysis tools • Proficiency in Python, R, or Java, with solid shell scripting and command-line skills • Strong attention to detail and ownership of data quality • Background in biology or genetics with critical thinking and research skills • Eligibility to work in Canada • Preferred: workflow languages such as WDL, CWL, Nextflow, or Snakemake, and containers such as Docker or Singularity • Preferred: cloud computing with GCP, AWS, or Azure, or HPC environments, including monitoring and logging tools • Preferred: automated testing or CI/CD for bioinformatics pipelines • Preferred: quality systems or regulated environments such as CAP/CLIA or ISO 13485 • Preferred: ticketing or customer success tools such as Jira Service Management, Zendesk, or Intercom • Preferred: long-read sequencing, including SV, STR, and methylation analysis • Preferred: statistical skills and data visualization • Preferred: wet lab genomics experience • Preferred: modern AI tools such as Claude Code

🏖️ Benefits

• Flexible hours and remote-friendly work, with opportunity to work on-site at the Toronto office • Comprehensive medical, dental, and vision coverage for you and your dependents • Three weeks vacation • Unlimited sick days • Maternity and parental leave top-up programs • One-time remote office set-up stipend • Career development and learning support • Employee Stock Option Program opportunity • Opportunity to contribute to open science and global data-sharing efforts