Bioinformatics Customer Success Specialist

DNAstack

. Serve as the primary technical point of contact for customer support tickets, partner inquiries, and data delivery requests .

Posted 10/13/2026full-timeRemote • CanadaJunior💰 CA$70,000 - CA$95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in bioinformatics and computational biology, with a strong focus on troubleshooting and resolving data processing pipeline issues. Proficient in cloud computing environments and skilled in communicating complex technical concepts to diverse stakeholders.

Highest-signal resume keywords

Master's Degree In Computational BiologyNGS And -Omics Data Processing PipelinesPython, R, Or Java ProficiencyGCP And AWS Cloud ComputingExceptional Written And Verbal Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting And Root-Cause AnalysisQuality-Control ChecksRegression And Validation TestingData Quality OwnershipFASTQ, BAM/CRAM, VCF, And BED File Analysis

Soft Skills

Attention To DetailCritical ThinkingStructured Approach

Tools & Technologies

DockerSingularityJira Service ManagementZendeskIntercom

Industry Keywords

BiotechDiagnosticClinical BioinformaticsCAP/CLIAISO 13485

Tech Stack

Tools & technologies

AWSAzureCloudDockerGoogle Cloud PlatformJavaPythonShell Scripting

About the role

Key responsibilities & impact

Serve as the primary technical point of contact for customer support tickets, partner inquiries, and data delivery requests
Triage, diagnose, and resolve failed secondary and tertiary pipeline runs, annotation and sorting bugs, and cloud permission issues
Lead root-cause investigations into missing variants, control sample mismatches, and runtime bottlenecks, and communicate findings to customers
Create knowledge-base articles, runbooks, and FAQs from recurring issues
Monitor production workflows and dataset deployments across GCP and AWS
Define and run quality-control checks for pipeline inputs and outputs, including sample identity, coverage, and variant-level QC metrics
Run regression and validation tests on pipeline and platform releases using reference materials such as GIAB
Estimate and track workflow compute costs across cloud platforms
Document incidents and track fixes through completion with engineering
Maintain and upgrade pipeline dependencies with full re-validation
Onboard customers by validating target capture files, metadata sheets, and sample identifiers
Submit, track, and verify sample runs and re-analyses across customer accounts
Re-index, reload, and verify dataset nodes across deployment environments
Generate customized data subsets, including BAM slices, collection-level VCFs, and targeted TSV extracts
Format and QC structural variant, short tandem repeat, and methylation outputs for partner handoffs
Partner with Business Development on demo datasets, proofs of concept, and compute cost estimates
Bring structured customer feedback to product and engineering to shape the roadmap
Benchmark variant callers and pipeline parameters
Partner with the Staff Bioinformatician on exploratory features and participate in the internal bioinformatics journal club

Requirements

What you’ll need

Master's degree in computational biology, bioinformatics, biostatistics, computer science, or equivalent experience
1–3 years of professional experience in an industry biotech, diagnostic, or clinical bioinformatics role, ideally customer- or partner-facing
Exceptional written and verbal communication; able to explain complex technical issues to non-computational stakeholders
Structured, methodical approach to troubleshooting and root-cause analysis
Hands-on experience running and debugging NGS and -omics data processing pipelines
Working knowledge of FASTQ, BAM/CRAM, VCF, and BED file types and analysis tools
Proficiency in Python, R, or Java, with solid shell scripting and command-line skills
Strong attention to detail and ownership of data quality
Background in biology or genetics with critical thinking and research skills
Eligibility to work in Canada
Preferred: workflow languages such as WDL, CWL, Nextflow, or Snakemake, and containers such as Docker or Singularity
Preferred: cloud computing with GCP, AWS, or Azure, or HPC environments, including monitoring and logging tools
Preferred: automated testing or CI/CD for bioinformatics pipelines
Preferred: quality systems or regulated environments such as CAP/CLIA or ISO 13485
Preferred: ticketing or customer success tools such as Jira Service Management, Zendesk, or Intercom
Preferred: long-read sequencing, including SV, STR, and methylation analysis
Preferred: statistical skills and data visualization
Preferred: wet lab genomics experience
Preferred: modern AI tools such as Claude Code

Benefits

Comp & perks

Flexible hours and remote-friendly work, with opportunity to work on-site at the Toronto office
Comprehensive medical, dental, and vision coverage for you and your dependents
Three weeks vacation
Unlimited sick days
Maternity and parental leave top-up programs
One-time remote office set-up stipend
Career development and learning support
Employee Stock Option Program opportunity
Opportunity to contribute to open science and global data-sharing efforts