Senior Remote Bioinformatics & Next‑Generation Sequencing Technical Support Specialist – Championing Customer Success, Driving Product Innovation, and Building Global Genomics Lab Partnerships at brighthush

About brighthush

brighthush is more than a biotech company; it is a global movement that transforms raw genomic data into life‑saving insights. Founded in 2022, we evolved from a tight‑knit group of passionate scientists into a worldwide community of over 10,000 innovators. Our mission is simple yet profound: accelerate scientific discovery, transform patient care, and unlock human potential. We deliver end‑to‑end solutions that empower researchers, clinicians, and public‑health laboratories to decode the genome with speed, accuracy, and confidence. As a remote‑first organization, we harness the power of distributed teams to bring cutting‑edge technology to laboratories and hospitals across the globe while fostering a culture of curiosity, collaboration, and continuous learning.

Why brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. Our remote model gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant community of experts. You’ll have the opportunity to influence product roadmaps, shape customer experiences, and contribute to life‑changing research that reaches patients across the globe. We value your voice, encourage experimentation, and reward innovation with clear career pathways and generous learning budgets.

About the Genomics Landscape

The field of genomics is experiencing an unprecedented boom. Advances in sequencing technology, cloud computing, and machine learning are turning the human genome from a static map into a dynamic, actionable resource. Laboratories worldwide are now generating terabytes of data daily, and the demand for reliable, scalable bioinformatics support has never been higher. In this fast‑moving environment, the role of a technical support specialist is critical: they are the bridge between complex computational pipelines and the scientists who rely on them to make clinical decisions, discover new therapies, and protect public health.

Role Overview

As a Senior Remote Bioinformatics & NGS Technical Support Specialist, you will be the frontline advocate for our customers, ensuring they receive the highest level of service and support. Your role spans technical troubleshooting, product feedback, and cross‑functional collaboration. You will act as the bridge between the laboratory, the product team, and the broader scientific community, translating complex bioinformatics concepts into actionable guidance.

Key Responsibilities

• Customer Champion: Serve as the primary technical support liaison for newborn screening scientists and bioinformatics users via phone, email, and occasional on‑site visits, ensuring rapid, high‑quality resolutions.
• Issue Diagnosis: Troubleshoot and replicate problems across the entire NGS workflow—from pipeline configuration and data ingestion to quality control and downstream analysis.
• Clear Communication: Translate complex bioinformatics concepts into concise, actionable guidance tailored to each user’s expertise level.
• Product Feedback Loop: Collaborate with product managers and engineers to document defects, propose enhancements, and influence the roadmap based on real‑world customer needs.
• Sales Enablement: Partner with the sales team to support software demonstrations, technical evaluations, and proof‑of‑concept deployments.
• Knowledge Sharing: Create and maintain detailed knowledge‑base articles, FAQs, and troubleshooting guides to empower users and reduce ticket volume.
• Travel & On‑Site Support: Provide on‑site assistance as needed (up to 40% travel) to ensure seamless integration of our solutions into laboratory workflows.

Essential Qualifications

• Bachelor’s degree or higher in bioinformatics, computational biology, computer science, or a closely related field.
• Minimum of 2 years of hands‑on experience analyzing next‑generation sequencing (NGS) data, with a deep understanding of NGS data formats (FASTQ, BAM, VCF), pipelines (GATK, STAR, BWA), and quality control metrics.
• Strong analytical and problem‑solving skills, with the ability to dissect complex workflows and identify root causes.
• Excellent written and verbal communication skills, capable of translating technical jargon into user‑friendly language.
• Experience in a clinical genetics or genomics laboratory setting, ideally supporting NGS analysis pipelines or clinical genomics software.
• Familiarity with cloud computing platforms and containerization (Docker, Singularity).
• Willingness to travel up to 40% for on‑site support and client engagements.

Preferred Qualifications

• Master’s degree in bioinformatics, computational biology, or a related discipline.
• Background in newborn screening laboratory operations, including sample collection, data interpretation, and regulatory compliance.
• Experience with customer‑facing roles in the genomics or life‑sciences industry.
• Knowledge of regulatory frameworks such as CLIA, CAP, or ISO 15189.
• Proficiency in scripting languages (Python, R, Bash) and data visualization tools.

Skills & Competencies

• Technical troubleshooting across multi‑step bioinformatics pipelines.
• Customer‑centric mindset with a passion for delivering exceptional support.
• Cross‑functional collaboration with product, engineering, sales, and marketing teams.
• Project management skills to prioritize tickets, track progress, and meet SLAs.
• Adaptability to evolving technologies and fast‑paced product releases.
• Strong organizational skills and meticulous attention to detail.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Structured mentorship programs pairing you with senior bioinformatics and product leaders.
• Access to internal training courses, certifications, and conference sponsorships.
• Clear promotion pathways from Support Specialist to Senior Specialist, Technical Lead, or Product Manager.
• Opportunities to contribute to open‑source projects and scientific publications.
• Cross‑departmental projects that broaden your skill set beyond support.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Our remote teams enjoy:

• Flexible work hours that respect work‑life balance.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Collaborative tools that keep everyone connected.
• Inclusive hiring practices that celebrate diverse perspectives.
• Commitment to mental health and well‑being through counseling services and wellness programs.

Compensation & Benefits

While specific salary ranges are confidential, brighthush offers a competitive total rewards package that includes:

• Medical, dental, and vision insurance plans with comprehensive coverage.
• Life and disability insurance to protect you and your family.
• Paid time off (PTO) and flexible vacation policies.
• Parental leave and family‑support benefits.
• Compassionate care leave for personal or family health needs.
• 401(k) retirement plan with company match.
• Employee Stock Purchase Plan (ESPP) to share in brighthush’s success.

How to Apply

Ready to make a tangible impact on global health? Click the link below to submit your application and join the brighthush team.