Watershed
Customer Success Engineer, Bioinformatics
Cambridge, MA · Exec
Sponsorship not specifiedDetected 477 days ago
PythonBashLinuxData AnalysisCustomer SuccessCustomer SupportBioinformaticsResearch
About the role
- Customers choose Watershed to analyze and share large biological data sources in flexible, powerful computing environments.
- Customers will engage you as a first escalation point - you will draw on a knowledge of Linux systems, software engineering, and bioinformatics to unpack and resolve requests.
- Expect variety in the complexity and kinds of technology and bioinformatics challenges you face.
Responsibilities
- Triage, manage, and resolve incoming customer support requests. Requests will vary in complexity from Level 1 support to interrelated Linux, software, and bioinformatics issues.
- Establish and uphold company support standards. Create resolution metrics and expand support programs as needed.
- Create & manage a system for documenting solutions and workarounds for recurring requests so team members can resolve similar issues quickly.
- Write platform guides and FAQs to support new feature rollouts. Develop case studies detailing tailored customer solutions.
- Directly report to the Head of Operations & CEO. Escalate key support insights (i.e., 'buggy functions' or common user misunderstandings).
- Customer Success Engineers work at the intersection of software engineering, bioinformatics, and customer success to understand and fulfill customer support needs.
Requirements
- 1-3 years of professional experience supporting technical and non-technical customers as a bioinformatician. Experience working in a bioinformatics consultancy is strongly preferred
- A working understanding of Linux commands, system troubleshooting, and Docker.
- Proficiency with any one of Bash, Python, or R. Familiarity with all three is preferred.
Nice to have
- Experience working in a bioinformatics consultancy is strongly preferred
- Proficiency with any one of Bash, Python, or R.
- Familiarity with all three is preferred.
- Familiarity with bioinformatics, computational biology, or a Masters in Bioinformatics is preferred
Benefits
- Our vision is to become the leading biocomputing platform.
Company info
- Develop an intimate understanding of how customers use the Watershed platform.
- The future of biology is in big data analysis, and we are on a mission to accelerate digital drug discovery with the Watershed platform.
- We have attracted some of the best bioinformatics, engineering, and commercial talent, and we are growing!
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This listing is sourced directly from Watershed's careers page and normalized into a canonical job model.