Role Description The Applications Scientist – Bioinformatics role is responsible for aiding customers’ next generation sequencing (NGS) analyses and delivering pre‑ and post‑sales technical bioinformatic support for IDT’s NGS products. This position reports to the Manager, Scientific Applications Support - NGS and is part of the Scientific Applications Support department and will be fully remote. In this role, you will have the opportunity to:

• Communicate with and support customers to provide pre- and post-sales technical support for a growing genomics-focused product offering and associated bioinformatics analysis platform.
• Maintain knowledge in IDT’s growing database of technical information.
• Answer or triage customer inquiries or software troubleshooting requests received by email promptly.
• Document all incoming and outgoing customer interactions in IDT’s Customer Relationship Management (CRM) database.
• Support the complaint triage and investigation process and assist with complaint resolution by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer’s satisfaction.
• Provide technical expertise for customers (internal and external) regarding IDT’s NGS products, workflows, applications, and analysis.
• Escalate product questions, customer issues, or technical inquiries as needed.
• Communicate complex concepts and engage in highly technical conversations while building and maintaining relationships with customers.

Qualifications

• Bachelor’s or Master’s degree in Bioinformatics, Computational Biology, or related field. PhD is a plus.
• At least 3 years of experience in processing and analyzing NGS datasets.
• Previous experience working in a customer-facing role.
• Fluency in English (written and spoken). Fluency in French or German (written and spoken) is a plus.

Requirements

• Basic script writing experience (Python preferred).
• Hands-on experience with NGS library preparations and sequencing analysis.
• Familiarity with Archer and/or IDT NGS product offerings.

Benefits

• Flexible, remote working arrangements for eligible roles.
• Enriching careers, no matter the work arrangement.