Software Application Support Scientist II

🕒 July 8

🇫🇷 France – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✨ Application Support

👻 Ghost score 10%

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Bionano

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

💼 Consulting

🧬 Biotechnology

Healthcare • Consulting • Biotechnology

Bionano is a biotechnology company that specializes in optical genome mapping solutions, enabling researchers and clinicians to reveal all classes of structural variants in genomes. Their innovative Stratys™ System and Saphyr™ System allow for high-resolution analysis of genetic variations that traditional methods often miss. By integrating advanced software solutions, Bionano supports applications in oncology, genetic disease, and molecular genomics, aiming to elevate health and wellness through comprehensive genomic insights.

📋 Description

• Lead new customer onboarding activities, including software configuration support, workflow review, hands-on training, and post-implementation follow-up to promote successful adoption of VIA and Access software. • Respond to customer inquiries and escalations through email, phone, remote meetings, and case-management systems; investigate issues, document findings, and drive timely resolution in partnership with internal teams. • Provide expert software application support for Bionano VIA, including guidance on genomic data visualization, variant interpretation, annotation, filtering, classification, and reporting workflows. • Support customer analysis of genomic data generated from NGS, microarray, and OGM technologies, including copy number variants, structural variants, sequence variants, regions of homozygosity, and related cytogenomic findings as applicable. • Serve as a trusted technical resource for customers and field teams on VIA capabilities, genomic analysis workflows, data import and processing requirements, quality review, and interpretation best practices. • Collaborate with account managers, field application scientists, and support teams to strengthen customer relationships, identify workflow needs, coordinate upgrades, and support expanded use of Bionano software solutions. • Capture, prioritize, and communicate customer feedback, feature requests, usability observations, and recurring support trends to product management and software development teams. • Maintain accurate support records, customer interaction notes, issue summaries, and follow-up actions in CRM (Salesforce).

🎯 Requirements

• English communication proficiency at B2 or higher; additional European languages such as French, German, Spanish, or Italian are a plus. • Ability to work independently and collaboratively in a fast-paced, cross-functional environment. • Strong organizational skills with attention to detail and documentation accuracy. • 3–5 years of relevant experience in genomic data analysis, clinical or research genomics, cytogenomics, molecular diagnostics, bioinformatics support, or software application support.

🏖️ Benefits

• Customer-focused, collaborative, and organized • Willingness to occasionally travel (10-20%) for customer engagements and/or field support