Senior Bioinformatics Customer Support Specialist – Expert NGS & Newborn Screening Technical Advocate, Championing Global Health Innovation, Data‑Driven Diagnostics, and Customer Success at brighthush

About brighthush

brighthush is a trailblazer in the bioinformatics arena, turning raw sequencing data into actionable insights that save lives. With a vibrant global community of over 11,000 scientists, engineers, and clinicians, we empower research laboratories, hospitals, and public health agencies to accelerate discovery, refine diagnostics, and ultimately improve patient outcomes. Our portfolio spans next‑generation sequencing (NGS) pipelines, newborn screening programs, and clinical genomics platforms—all built on a foundation of open science, rigorous data integrity, and user‑centric design. At brighthush, curiosity fuels innovation, collaboration drives progress, and every line of code or support ticket has a direct impact on human health.

Why Join brighthush?

As a Senior Bioinformatics Customer Support Specialist, you will be the critical bridge between cutting‑edge technology and the scientists who rely on it. You’ll translate complex bioinformatics challenges into clear, actionable solutions, ensuring our customers can focus on their research rather than troubleshooting. In this role, you’ll:

• Serve as the primary technical liaison for scientists and bioinformatics teams across the United States and beyond.
• Diagnose and resolve intricate NGS workflow issues, from pipeline configuration to data quality control.
• Collaborate with product, engineering, and sales leaders to shape the roadmap and elevate the customer experience.
• Provide on‑site support, training, and demonstrations, traveling up to 40% of the time to partner with clients.
• Champion a culture of continuous learning, innovation, and customer‑centric excellence.

In return, brighthush offers a purpose‑driven career path that rewards curiosity, fosters growth, and embraces flexibility. Our remote‑first culture values inclusivity, continuous learning, and the opportunity to make a tangible difference in global health.

Role Overview

We are looking for an experienced, customer‑centric specialist who thrives in a fast‑paced, collaborative environment. You will be the frontline advocate for our users, ensuring they can harness the full power of our bioinformatics solutions. Your technical expertise, communication skills, and passion for problem‑solving will be essential to help our customers succeed.

Key Responsibilities

• Customer Engagement: Serve as the dedicated technical support contact for newborn screening scientists and bioinformatics users via phone, email, and on‑site visits. Deliver timely, high‑quality resolutions that exceed customer expectations.
• Issue Diagnosis & Troubleshooting: Reproduce and resolve issues across NGS workflows, including pipeline configuration, data ingestion, variant calling, and quality control metrics. Leverage deep knowledge of FASTQ, BAM, VCF, GATK, BWA, STAR, and other industry standards.
• Knowledge Translation: Translate complex bioinformatics concepts into clear, actionable guidance tailored to user needs. Create documentation, FAQs, and best‑practice guides that empower customers to troubleshoot independently.
• Cross‑Functional Collaboration: Work closely with product and engineering teams to report defects, influence feature prioritization, and advocate for customer priorities in the product roadmap.
• Sales & Demonstrations: Partner with the sales team to support software product demonstrations, technical evaluations, and proof‑of‑concept deployments. Provide expert insights that help close deals and build long‑term relationships.
• On‑Site Support & Training: Travel up to 40% of the time for on‑site support, training sessions, and collaborative projects with clients. Deliver workshops that enhance user proficiency and confidence.
• Continuous Improvement: Identify recurring issues, propose process improvements, and contribute to the development of knowledge base articles and training materials. Drive a culture of proactive problem‑solving.
• Community Building: Participate in user groups, webinars, and conferences to represent brighthush, gather feedback, and stay abreast of industry trends.
• Data Security & Compliance: Ensure all support activities adhere to regulatory standards (e.g., HIPAA, CLIA) and internal data governance policies.

Essential Qualifications

• Bachelor’s degree or higher in Bioinformatics, Computational Biology, Computer Science, or a related field.
• Minimum 2 years of hands‑on experience analyzing next‑generation sequencing data, with familiarity in NGS data formats (FASTQ, BAM, VCF), pipelines (GATK, BWA, STAR), and quality control processes.
• Strong communication skills – ability to explain technical concepts to both technical and non‑technical audiences.
• Problem‑solving mindset – adept at diagnosing complex issues, reproducing bugs, and delivering effective solutions.
• Willingness to travel up to 40% of the time for on‑site support and client engagements.
• Proficiency in scripting languages (Python, R, Bash) for data manipulation and automation.
• Experience with version control systems (Git) and continuous integration pipelines.
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication, with the ability to create clear documentation.
• Customer‑centric mindset, with a passion for delivering exceptional support experiences.
• Adaptability to fast‑paced environments and ability to manage multiple priorities simultaneously.

Preferred Qualifications

• Experience in a clinical genetics laboratory, specifically in bioinformatics for sequencing workflows.
• Background supporting NGS analysis pipelines or clinical genomics software in a customer‑facing role.
• Understanding of newborn screening laboratory setups and regulatory requirements.
• Familiarity with cloud computing platforms (brighthush, brighthush, brighthush) and containerization (brighthush, brighthush).
• Master’s degree in Bioinformatics, Computational Biology, or a related discipline.
• Knowledge of regulatory compliance frameworks such as CLIA, CAP, and ISO 15189.
• Experience with data visualization tools (brighthush, brighthush, or similar).
• Prior involvement in open‑source bioinformatics projects.

Skills & Competencies

• Proficiency in scripting languages (Python, R, Bash) for data manipulation and automation.
• Experience with version control systems (Git) and continuous integration pipelines.
• Strong analytical skills and attention to detail.
• Excellent written and verbal communication, with the ability to create clear documentation.
• Customer‑centric mindset, with a passion for delivering exceptional support experiences.
• Adaptability to fast‑paced environments and ability to manage multiple priorities simultaneously.
• Knowledge of cloud platforms (brighthush, brighthush, brighthush) and container orchestration (brighthush, brighthush).
• Familiarity with bioinformatics workflow managers (Nextflow, Snakemake, Cromwell).
• Experience with data quality metrics and reporting (QC dashboards, coverage plots).
• Understanding of regulatory compliance and data governance best practices.

Career Growth & Learning Opportunities

At brighthush, learning is a lifelong journey. As a Senior Bioinformatics Customer Support Specialist, you’ll have access to:

• Structured mentorship programs with senior engineers and product managers.
• Regular training sessions on emerging bioinformatics tools, cloud technologies, and industry best practices.
• Opportunities to transition into product management, engineering, or data science roles based on your interests and performance.
• Participation in internal hackathons, research projects, and cross‑functional initiatives that drive innovation.
• Access to a curated library of online courses, certifications, and conference sponsorships.
• Annual performance reviews that align career goals with company objectives.
• Clear career ladder with defined milestones for technical and managerial tracks.
• Support for pursuing advanced degrees or research collaborations.

Work Environment & Culture

brighthush fosters a culture that is:

• Inclusive: We celebrate diverse perspectives and encourage every team member to bring their authentic self to work.
• Collaborative: Our remote‑first model is supported by robust communication tools, regular virtual town halls, and cross‑team projects.
• Purpose‑Driven: Every task contributes to improving human health, giving our employees a sense of meaning and impact.
• Growth‑Oriented: We provide clear career ladders, skill‑based learning paths, and performance‑based advancement opportunities.
• Flexible: We support flexible work hours, remote work options, and a healthy work‑life balance.
• Community‑Focused: We actively engage in community outreach, open‑source contributions, and partnerships with academic institutions.
• Wellness‑Centric: We offer mental health resources, wellness stipends, and regular virtual fitness sessions.

Compensation & Benefits

While the base salary for this full‑time position ranges from $70,000 to $80,000 USD annually, brighthush offers a comprehensive total‑compensation package that includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonuses and potential equity awards.
• Health, dental, and vision insurance plans with generous coverage options.
• Life and disability insurance.
• Paid time off (vacation, sick leave, holidays) plus flexible work arrangements.
• Parental leave and family‑support programs.
• 401(k) plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Professional development stipend and conference travel support.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Annual company retreat and team‑building events.
• Remote work stipend for home office setup.
• Access to a global network of experts and thought leaders.

How to Apply

If you are passionate about bioinformatics, thrive in a customer‑centric role, and want to make a real difference in healthcare, we encourage you to apply. Submit your resume and a brief cover letter outlining your experience with NGS pipelines and customer support. Our recruitment team will review your application and reach out to discuss next steps.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require reasonable accommodations during the application process, please contact [email protected].

Join us at brighthush and help shape the future of bioinformatics—one data set at a time.