Senior Bioinformatics Customer Success Specialist – Precision Medicine Platform Support, Quality Assurance, and Customer Experience Champion at brighthush

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.

5. Voice of the Customer

• Act as the advocate for customer needs within product and engineering teams, ensuring that platform enhancements align with real‑world use cases.
• Collect, analyze, and present customer feedback through surveys, usage analytics, and direct interviews.
• Translate customer pain points into actionable product backlog items, prioritizing features that deliver the highest value.

Essential Qualifications

• Bachelor’s or Master’s degree in Bioinformatics, Computational Biology, Genetics, or a related field.
• Minimum of 5 years of experience in a bioinformatics or genomics support role, preferably within a SaaS or cloud‑native environment.
• Hands‑on expertise with next‑generation sequencing (NGS) pipelines, variant calling, annotation, and downstream analysis.
• Strong command of Linux command line, scripting (Python, Bash), and version control (Git).
• Proficiency in cloud platforms (AWS, GCP) and familiarity with containerization (Docker, Singularity) and workflow managers (Nextflow, Snakemake).
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts into clear, actionable guidance for non‑technical stakeholders.
• Demonstrated ability to troubleshoot, debug, and resolve high‑priority technical issues under tight deadlines.

Preferred Qualifications

• Experience with genomic data standards (e.g., GA4GH, HL7 FHIR Genomics) and regulatory compliance (HIPAA, GDPR).
• Knowledge of population genetics, structural variant detection, and epigenomics.
• Background in quality assurance, root‑cause analysis, and incident management frameworks (ITIL, SRE).
• Published research or conference presentations in genomics or bioinformatics.
• Previous involvement in customer onboarding, training, or technical evangelism.

Skills & Competencies

• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose scalable solutions.
• Customer‑Centric Mindset – Passion for delivering exceptional service and building long‑term relationships.
• Project Management – Skilled at coordinating cross‑functional initiatives, setting timelines, and ensuring deliverables.
• Adaptability – Comfortable navigating a fast‑paced, evolving technology landscape.
• Collaboration – Proven track record of working effectively with engineering, product, sales, and support teams.
• Continuous Learning – Commitment to staying current with emerging genomics tools, cloud services, and industry best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Senior Bioinformatics Customer Success Specialist, you will have the chance to:

• Lead cross‑team initiatives that shape the future of our platform, influencing product roadmaps and technical strategy.
• Mentor junior support engineers and new hires, fostering a culture of knowledge sharing and continuous improvement.
• Participate in advanced training programs, certifications, and conferences in genomics, cloud computing, and customer success.
• Explore opportunities to transition into roles such as Customer Success Manager, Product Manager, or Technical Program Manager.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and impact. Our distributed team values transparency, autonomy, and a shared commitment to scientific advancement. You will enjoy:

• Flexible remote work arrangements with a global community of experts.
• Regular hackathons, knowledge‑sharing sessions, and “Ask Me Anything” events with leadership.
• A supportive environment that encourages experimentation, learning from failure, and celebrating successes.
• Access to cutting‑edge tools, cloud credits, and a generous budget for personal development.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior bioinformatics roles.
• Performance‑based bonuses tied to customer satisfaction, platform reliability, and innovation.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and a flexible work‑life balance policy.
• Professional development stipend, conference travel, and access to online learning platforms.
• Wellness programs, mental health resources, and a vibrant virtual community.

How to Apply

If you are ready to bring your bioinformatics expertise to a mission‑driven team that is redefining precision medicine, we would love to hear from you. Please submit your resume, a cover letter detailing your relevant experience, and any portfolio or project links that showcase your work in genomics or customer success.

Join brighthush and help scientists worldwide turn raw sequencing data into life‑changing insights. Your technical acumen and customer‑first mindset will be the catalyst for breakthroughs that matter.