POSITION SUMMARY:

The Technical Support Scientist - Bioinformatics provides technical support and training on ArcherDX products from Archer headquarters in Boulder, CO or field based. This individual will also conduct sales and support trainings for Archer employees. In addition, this individual will support pre-launched products (software related). This individual will collect feedback and voice of the customer and share with internal teams to improve products. This individual will assist in coordinating activities for special programs as needed. Remote candidates will be considered for this position; however, training in Boulder, CO is required. 

RESPONSIBILITIES:

Job performance will involve a variety of activities including:

• Triage and answer technical support communications sent to Archer and document the communications.
• Resolve customer escalations effectively.
• Assist with the preparation of training and support collateral.
• Collect feedback and voice of the customer and share with internal teams to improve products.
• Identify, characterize and report software bugs as well as feature request to Software Team via GitHub.
• Acquire and maintain theoretical and practical knowledge of targeted sequencing methodologies for use in research and clinical based applications. 
• Track, record and document relevant information in CRM related to all technical inquiries from customers. Document complaints and work within the organization to record and resolve these issues.
• Review, understanding and compliance with ArcherDX 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 ArcherDX for purposes of personalized molecular pathology.
• Comply with ArcherDX’s Quality System, based on federal Quality System Regulation 21CFR820.
• Interact with cross-functional groups to ensure Archer Analysis product success.
• Create custom dependency files (i.e. VCF, GTF, etc.) consumed by the Archer Analysis software.
• Additional duties as assigned.

EXPERIENCE

• This individual will be knowledgeable with next generation DNA sequencing on Illumina or Ion Torrent platforms.
• Skills required include: technical support, technical training, public speaking, and data analysis.
• Customer facing experience beneficial.
• Understanding of NGS bioinformatics; ability to read/write bash and python is a plus.

KEY ATTRIBUTES

• Strong Molecular Biology applications background.
• Ability to carefully analyze NGS data in a troubleshooting context.
• 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. 
• Demonstrated ability to write reports that conform to prescribed style and format. 
• Demonstrated ability to troubleshoot technical problems.
• Demonstrated ability to read, analyze and interpret common scientific and technical journals. 
• Cancer Biology and Immunology related research experience or knowledge is useful.
• Ability to participate with and manage others as a member of the team to ensure that demanding and difficult projects are handled smoothly and cooperatively to enhance success of project and maintain strong relationships within the company.
• Strong communication and presentation skills.
• Proven Ability to adapt in a change oriented environment.
• Builds and improves effective internal systems and processes that align with organizational priorities.
• Self-Driven.
  • Driven to perform.
  • Self-directed: needs little explicit direction.
  • Able to organize and prioritize a diverse set of responsibilities to ensure execution of goals is achieved.

EDUCATION

Knowledge and skills acquired through completion of a Bachelors or Masters degree, Biochemistry, Bioinformatics or equivalent combination of training and experience.