Technical Support Specialist - BioInformatics at Invitae (Formerly ArcherDx)

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POSITION SUMMARY
The Technical Support Specialist provides first level technical support on Invitae Somatic Oncology products from the Invitae office in Boulder, CO. This individual will escalate customer inquiries effectively, collect customer feedback and share this 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 escalate technical support communications sent to Invitae, and document the communications.
  • Resolve high level customer inquiries effectively.
  • Escalate customer complaints internally via JIRA.
  • Assist with the preparation of training and support collateral.
  • Collect feedback and voice of the customer and share with internal teams to improve products.
  • Acquire and maintain theoretical and practical knowledge of Invitae software.
  • Identify, characterize and report software bugs as well as feature request to Software Team via JIRA.
  • 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 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 ArcherDX for purposes of personalized molecular pathology.
  • 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

  • Must possess at least two years of relevant experience.
  • This individual will be familiar with next generation DNA sequencing on Illumina or Ion Torrent platforms.
  • This individual will be experienced in data analysis.
  • Skills required include: technical support, technical training, customer communication.
  • Proficient with Microsoft Office and Google chrome browser/G-suite products.
  • Understanding of NGS bioinformatics, ability to read/write bash and python is a plus.

KEY ATTRIBUTES

  • Ability to carefully analyze NGS data in a troubleshooting context.
  • Positive external and internal relationship 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 read, analyze, and interpret common scientific and technical journals.
  • Cancer Biology and molecular biology related research experience or knowledge is useful.
  • Strong communication and presentation skills.
  • Proven Ability to adapt in a change-oriented environment.
  • 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’ degree in Bioinformatics, Software, Biology, Biochemistry, or equivalent combination of training and experience. 

TRAINING REQUIREMENTS FOR POSITION

  • Orientation – Basic training.
  • Standard Operating Procedures.
  • On-Job-Training – As required.

In Colorado, our competitive compensation package includes a base salary starting from $94,000.  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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Technology we use

  • Engineering
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • D3JSLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • DjangoFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases

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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