Troubleshoot complex issues related to Illumina instruments and their IT environment in collaboration with a variety of teams including Field Service Engineers, Field Applications Scientists, Sales, Technical Support and internal developers
Consult with Pre- and Post-sales customers to facilitate adoption and uptake of NextGen Sequencing by ensuring that the customer is ready for data generation, transfer, and analysis-related challenges
Increase customer satisfaction by acting as an expert customer-friendly resource for customer networking, security, and general connectivity questions as they relate to Illumina instruments and computational products.
Actively participate in product development teams representing the voice of customer, supporting beta tests, and development of training collateral prior to product launch.
This position involves strong written and verbal communication with customers including IT personnel, principal investigator-level scientists, bioinformaticians, and laboratory personnel.
5+ years relevant experience including experience in an external customer facing role strongly preferred
Experience with compute systems including administration and networking of Linux HPC environments and Windows-based systems required.
This role requires a diverse range of skills. Experience with the following is very helpful:
Illumina technologies, instruments, and software
Experience with shell scripting
Knowledge of network security in both local and cloud environments
Understanding of GPOs and related network administration
Understanding of Cloud-based services (IaaS, PaaS, SaaS)
Experience with software containerization (e.g. Docker)
Experience with virtualized environments
Hands-on experience with Illumina products, including informatics offerings, as well as how Illumina instruments interact with other IT systems preferred.
Prior experience including troubleshooting, resolving technical issues, and directly supporting customers in a highly technical field strongly preferred
Demonstrated strong written and verbal communication skills
Ability to successfully operate in a fast paced, rapidly changing environment, as an independent contributor and as a cooperative member of a team.
Must be willing to travel up to 30%
BS in computer science or engineering or equivalent work experience required. IT-related professional certifications related to skills outlined above a plus
Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact firstname.lastname@example.org. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf