Bioinformatics Customer Success Specialist

DNAstack

3d•Remote

About The Position

DNAstack is hiring a Bioinformatics Customer Success Specialist to own the technical customer experience after platform go-live and ensure customers receive accurate, timely, and dependable results. The role combines customer support and operations with bioinformatics pipeline quality and reliability work. Initially, the specialist will resolve support tickets, monitor production workflows on AWS and GCP, run and validate sample batches, and prepare customized data deliverables. Over time, the role will expand toward preventing recurring issues by building quality checks and regression tests, benchmarking tools against reference standards, maintaining pipeline dependencies, and helping establish reliability standards for clinical and research customers. The specialist will work closely with customers, partners, engineering, product, Business Development, and the Staff Bioinformatician. The position is remote-friendly, with the option to work in person from DNAstack’s Toronto office. Candidates must be eligible to work in Canada.

Requirements

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 in a customer- or partner-facing capacity.
Exceptional written and verbal communication skills, including the ability 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 common genomics file types, including FASTQ, BAM/CRAM, VCF, and BED, and related analysis tools.
Proficiency in Python, preferred, R, or Java, and a solid grasp of shell scripting and the command line.
Strong attention to detail and ownership of data quality.
Background in biology or genetics, with demonstrated critical thinking and research skills.
Eligibility to work in Canada.

Nice To Haves

Experience with workflow languages such as WDL, CWL, Nextflow, or Snakemake and containers such as Docker or Singularity.
Experience with cloud computing platforms such as GCP, AWS, or Azure, or HPC environments, including monitoring and logging tools.
Experience with automated testing or CI/CD for bioinformatics pipelines.
Familiarity with quality systems or regulated environments such as CAP/CLIA or ISO 13485, and validation documentation.
Experience with ticketing or customer success tools such as Jira Service Management, Zendesk, or Intercom.
Long-read sequencing experience, such as PacBio HiFi, including SV, STR, and methylation analysis.
Strong statistical skills and experience building effective data visualizations.
Wet lab genomics experience, such as library preparation or protocol design.
Experience using modern AI tools, such as Claude Code.

Responsibilities

Serve as the primary technical 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 within agreed response times.
Investigate missing variants, control sample mismatches, and runtime bottlenecks, and clearly communicate findings to customers.
Turn recurring issues into knowledge-base articles, runbooks, and FAQs.
Monitor production workflows and dataset deployments across GCP and AWS for failures and performance drift.
Define and perform quality-control checks on 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, communicate realistic cost ranges, and help inform cloud selection during customer onboarding.
Document incidents, including root cause, impact, and prevention steps, and track fixes through completion with engineering.
Maintain and upgrade pipeline dependencies, such as Samtools, GATK, and AnnotSV within WDL, with full re-validation.
Onboard customers by validating target capture files, metadata sheets, and sample identifiers before initial execution.
Create and maintain onboarding guides, runbooks, and FAQs, and support customers from first login through sample processing at scale.
Submit, track, and verify routine sample runs and re-analyses across customer accounts.
Re-index, reload, and verify dataset nodes across deployment environments after updates.
Generate customized data subsets, including read-supporting BAM slices, collection-level VCFs, and targeted TSV extracts.
Format and quality-check 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 for prospective customers.
Bring structured customer feedback to product and engineering to inform the roadmap and reliability priorities.
Benchmark variant callers and pipeline parameters to inform customer recommendations.
Partner with the Staff Bioinformatician on exploratory features and participate in the internal bioinformatics journal club.

Benefits

Flexible, remote-friendly team culture, with the option to work on-site at the Toronto office.
Competitive salary.
Medical, dental, and vision coverage for employees and dependents.
Three weeks of vacation.
Unlimited sick days.
Maternity and parental leave top-up programs.
One-time remote office set-up stipend.
Career development and learning support.
Opportunity to participate in the Employee Stock Option Program.
Opportunity to contribute to open science and global data-sharing efforts.