Senior Bioinformatics Customer Support Specialist – NGS & Newborn Screening Technical Champion, Driving Global Health Innovation, Data‑Driven Diagnostics, and Exceptional Customer Success at brighthush
About brighthush
brighthush is a pioneering force in the bioinformatics landscape, transforming raw sequencing data into actionable insights that directly improve patient outcomes worldwide. With a vibrant global community of more than 11,000 scientists, engineers, and clinicians, we empower research laboratories, hospitals, and public health agencies to accelerate discovery, refine diagnostics, and elevate the standard of care. 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 tangible 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, and industry‑standard tools.
- 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:Apply for this job