Senior Bioinformatics Customer Success Specialist – Precision Medicine Platform Support & Quality Assurance
About brighthush
brighthush is a trailblazing precision‑medicine technology company that empowers researchers, clinicians, and public health organizations to unlock the full potential of genomic data. By building a cloud‑native, standards‑compliant platform, we enable rapid, reproducible, and secure analysis of sequencing data, accelerating discoveries in rare disease, oncology, infectious disease, and beyond. Our mission is to democratize access to high‑quality genomic insights, fostering collaboration across national and international networks while ensuring data privacy and regulatory compliance.
The Role
As a Senior Bioinformatics Customer Success Specialist at brighthush, you will be the technical steward of our customers’ experience from go‑live to ongoing support. You will blend deep bioinformatics expertise with exceptional customer‑centric communication, ensuring that every analysis run delivers accurate, timely, and actionable results. Your work will directly influence the reliability of our platform, the satisfaction of our partners, and the scientific impact of the communities we serve.
Key Responsibilities
1. Customer Support & Issue Resolution
- Serve as the primary technical point of contact for support tickets, partner inquiries, and data delivery requests.
- Triage, diagnose, and resolve pipeline failures, annotation bugs, and cloud permission issues within defined response windows.
- Lead root‑cause investigations for missing variants, sample mismatches, and performance bottlenecks, communicating findings clearly to customers and internal stakeholders.
- Transform recurring issues into knowledge‑base articles, runbooks, and FAQs, empowering customers and teammates to self‑serve.
2. Platform Quality & Reliability
- Monitor production workflows across AWS and GCP, proactively detecting failures and performance drift before customers notice.
- Define and execute quality‑control checks on pipeline inputs and outputs, covering sample identity, coverage, and variant‑level metrics.
- Run regression and validation tests on new releases using reference materials (e.g., GIAB) to ensure consistency and accuracy.
- Estimate and track compute costs across cloud platforms, providing realistic cost ranges for workflows and informing cloud‑selection decisions for new customers.
- Document incidents with clear root‑cause analysis, impact assessment, and prevention steps, tracking resolution through engineering.
- Maintain and upgrade pipeline dependencies (e.g., Samtools, GATK, AnnotSV) with full re‑validation.
3. Customer Onboarding & Data Operations
- Onboard new customers by validating target capture files (BED), metadata sheets, and sample identifiers before first execution.
- Create and maintain onboarding guides, runbooks, and FAQs, owning the customer journey from first login to large‑scale sample processing.
- 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.
4. Custom Deliverables & Customer Value
- Generate customized data subsets, including read‑supporting BAM slices, collection‑level VCFs, and targeted TSV extracts.
- Format and QC structural variant (SV), short tandem repeat (STR), and methylation outputs for partner handoffs.
- Collaborate with Business Development on demo datasets, proofs of concept, and compute cost estimates for prospective customers.