Internal Software Support Lead

| Greater Boulder Area
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Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people. Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry by making genetic testing affordable and accessible for everyone to guide health decisions across all stages of life.
 
POSITION SUMMARY:
The Internal Software Support Lead is responsible for the internal oncology software production support and external clinical support of Invitae’s core oncology software products used in clinical operations and other products and services as required. This individual will support Software training for external site operators and provide ongoing technical support to sites in partnership with the Clinical Operations, Software, and Data Management teams throughout the set up and execution of clinical trials. This position will be outward facing and as such, the candidate should be personable and excited to work with our clients to answer questions and help resolve issues.  As a lead they will build and mentor a team to provide a high-quality experience for all users of the production oncology software systems.  
 
RESPONSIBILITIES:
As part of the Oncology Software Department, the Internal Software Support Lead will build and execute a team to provide technical support and training on Oncology software system to external sites participating in clinical trial activities and internal groups utilizing production software. They will be responsible for proactive planning, software support for clinical sites, risk mitigating and resolving issues through to completion.  This potentially could involve creating scripts for various troubleshooting or customer support purposes and ensuring a positive experience with Invitae’s oncology software products. 
 
Job performance will involve a variety of activities including:
  • External Site Support- technical point of contact for software and bioinformatics-related training, troubleshooting, ongoing support throughout clinical trials
  • Internal Production Support - technical point of contact for software training
  • Internal collaboration and coordination between Clinical Operations, Oncology Software, and PMO
  • Assisting with software related installation activities at external sites and evaluating systems for successful deployment of any new software versions or configurations
  • Triage and answer technical support communications involving activities like examining and analyzing log files, and similar data and technology deep dives
  • Escalate and communicate issues to the Software operations and development teams
  • Document complaints and work within the organization to record and resolve these issues.  This includes the creation and maintenance of a tracking and knowledge database
  • Additional duties as assigned
  • Review, understanding, and compliance with Invitae HIPAA Security policies and procedures
  • Safeguarding the privacy and security of protected health information and European Union personal data.
  • Processing and handling of European Union personal data only as directed by Invitae for purposes of personalized molecular pathology
EXPERIENCE:
  • Demonstrated ability to lead and mentor – 1-2 years
  • Experience with AWS and cloud installations
  • Familiar with enterprise-class software infrastructure and configuration
  • Some software development experience (school, professional, or self-guided)
  • A demonstrated ability to troubleshoot software issues
  • Preferred skills include cloud-computing knowledge, software development experience, and a major plus for biology or bioinformatics experience.
  • Customer facing experience beneficial
  • Understanding of NGS bioinformatics; ability to read/write bash and python a plus
KEY ATTRIBUTES:
  • Process oriented with a high attention for detail
  • Strong communication and presentation skills
  • Ability to carefully analyze NGS data in a troubleshooting context would be helpful
  • Positive external and internal relationship-management skills
  • Demonstrated ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the scientific community
  • Proven Ability to adapt in a change-oriented environment
  • Self-directed: needs little explicit direction
  • Able to organize and prioritize a diverse set of responsibilities to ensure execution of goals is achieved
  • Insatiable curiosity
  • Introspective and self-aware
  • Puts the team harmony over their own self-interest
  • Disciplined to follow process in a high-risk environment
  • You have strong communication and presentation skills
  • Desire to work on a team and work closely with smart, passionate engineers and scientists.
  • Comfortable working in a regulated environment.
    • High standards
    • Details matter
    • Many procedure and processes
  • Integrity of character - Confident in ability to speak up when necessary.
EDUCATION:
  • Computer Science or Information Technology graduates preferred. A background in biology is also desirable.
SUPERVISORY RESPONSIBILITY:
  • This position will require direct management of up to 5 direct reports.
  • Responsibility for training, mentorship and review of direct reports.

Invitae offers a competitive total rewards package, which includes healthcare coverage, 401k, and a broad range of other benefits, outlined below:
Health, dental, vision, short- and long-term disability, and basic life insurance coverage
Paid time off, holiday pay, parental leave, and other health and wellness supports

In Colorado, our competitive compensation package includes a base salary starting from $106,000.  In determining the final salary offered, we will evaluate a specific candidate's geographic location, education, skills, and experience.

At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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Location

Conveniently located minutes from downtown Boulder via Pearl Street or the Goose Creek Path. Easily commutable from all directions.

An Insider's view of Invitae (Formerly ArcherDx)

What’s the vibe like in the office?

Collaborative - when I walk through the Invitae office at any time of day, I can see cross-functional collaboration in action. Our team members are constantly connecting in structured and unstructured meetings to solve problems and achieve goals.

Sarah

Corporate Recruiter

How do you collaborate with other teams in the company?

Collaboration between functional groups is key to the Logistics team's success at Invitae. Working closely with Sales, Manufacturing, Assay Development, Customer Support, Finance and QA allows us to provide better customer service by improving our processes, troubleshoot, brainstorm new ideas, learn from each other and share our best "dad" jokes.

Judy

Logistics Manager

How do you empower your team to be more creative?

Creativity requires a break from the routine and the screen. Here at Archer the team gets creative through walks to the food trucks, lunch runs, climbing gym sessions or a few end of the week craft brews. Some of our best algorithms were developed or refined on the climbing gym mat.

Aaron

VP of Bioinformatics and Commercial Development

What are Invitae (Formerly ArcherDx) Perks + Benefits

Invitae (Formerly ArcherDx) Benefits Overview

At Invitae, our employees are the key to our continued success. Our culture is one of our most important strengths. A set of commitments we make to each other and to our customers to build a world-class organization in service of our mission. That is why Invitae proudly offers comprehensive perks and benefits program with choice and flexibility in mind.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes work from home on occasion as needed.
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Archer hosts company outings Semi-annually.
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Our tuition reimbursement plan offers an annual max of $5250.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
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