Senior Specialist - Bioinformatics (Global Customer Support-Molecular Labs)

Experience Senior Specialist – Bioinformatics to work on AXELIOS integrated analysis workflows as well as open source modules,  serves as a Tier-2 subject matter expert within Global Customer Support (GCS), operating with high autonomy to bridge new product development and post-market support. In this role, you will define and execute the global service and lifecycle strategies for Next-Generation Sequencing (NGS) pipeline products, ensuring all deliverables align with the List of Deliverables through to Launch Decision.

The Opportunity:

You will represent customer support requirements throughout the development lifecycle, lead and partner with cross-functional teams across multiple business units, and drive strategic stakeholder management. As a global team, our team members are located across Penzberg, Germany; Cape Town, South Africa; and Rotkreuz, Switzerland.

Key Responsibilities

• Project Lead: Directs the comprehensive Service concept strategy and technical requirements within the project team for new product development or product update, holding complete accountability for fulfilling milestones on time, within scope, and in alignment in the List of Deliverables. Collaborates directly with senior internal and external key stakeholders. Performs high-level quality assessments of service and customer documentation for both internal and external training programs prior to the Launch Decision or product updates, this includes taking responsibility for sub-processes such as e-learning and support documentation, as well as defining and adhering to service, training, and support concepts.
• Tier-2 Technical Escalation & On-Market Support: Delivering Tier-2 hotline support to reduce system downtime and drive rapid resolution of issues. Applies deep technical expertise in assay performance, troubleshooting, and domain practices to offer guidance and direction across cross-functional teams. Provides remote and on-site assistance to regional and local service teams to resolve customer escalations quickly, while actively supporting Multi-Center Evaluation (MCE) initiatives.
• Knowledge Management & Training Delivery:  Maintaining and updating the knowledge repository to ensure all product-specific documentation remains precise and relevant; creating detailed user and support manuals; designing instructional materials, establishing training frameworks, and leading training sessions for clients, instructors, and support teams; and managing update training while assisting with the initial certification and re-certification of instructors.
• Other duties as assigned by management.

Who you are

(Required Qualifications & Experience)

You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point.

• Education: Bachelor’s degree in Bioinformatics, Computational Biology, Biostatistics, or an equivalent technical field.
• Experience: 5+ years of relevant experience combining technical project management, customer/field support, and bioinformatics pipeline analysis.

Knowledge, Skills, and Abilities:

• Communication & Stakeholder Engagement: Demonstrates strong written and verbal communication, organizational acumen, and analytical thinking. Seamlessly conveys complex technical concepts and solutions to non-technical users. Maintains a courteous, customer-focused approach when collaborating with internal stakeholders, regional teams, and affiliate personnel to deliver comprehensive support tailored to specific business and affiliate requirements. 
• Autonomous Execution & Technical Leadership: Operates independently with minimal supervision to manage multiple complex initiatives simultaneously. Leverages deep functional expertise and technical leadership to champion the definition and adoption of emerging technologies, products, and operational processes, driving key organizational outcomes.
• Project & Cross-Functional Management: Consistently applies structured project management methodologies to lead multi-faceted initiatives across functional groups and global regions. Mentors team members in product management best practices while aligning cross-functional teams around shared objectives. 

Minimum required skills and additional qualifications:

• Proven experience with standard analyses and pipelines for next-generation sequencing data and support in technical fields such as Bioinformatics, Genomics, Biotechnology, or closely related areas.
• Deep hands-on experience with advanced sequence analysis techniques and tools, including but not limited to primary, secondary, and tertiary analysis genomics data. Experience in multiomics, and epigenomics analysis is a plus.
• Proficiency experience in designing, developing, documenting, and deploying bioinformatics pipelines for NGS applications
• Advanced working knowledge of Linux/Unix operating environments, shell scripting, and using GitHub/GitBook as research and support resources
• Information Security and Data Privacy Fundamentals
• Proven ability to install, configuration, and application of common open-source bioinformatics tools (e.g., BWA, giraffe, STAR, samtools, GATK).
• Experience in orchestrating workflows using Nextflow.
• Proficiency in one or more scripting or programming languages, such as R, Python, Jupyter notebooks, etc.
• Proficient in working within HPC server environments and cloud infrastructures

• Experienced in handling complex requirements for data transfer, storage solutions (e.g., AWS/GCP), and data protection in the context of large-scale genomic datasets.
• Data management and compliance

Preferred Qualifications 

• Hands-on wet-lab experience and fundamental knowledge of DNA sequencing instruments, chemistry, and library preparation protocols.
• Working knowledge of Unix systems administration and networking fundamentals (IPv4, DNS, DHCP, routing).
• Experience in managerial or operational roles involving genomic data repositories, database administration, or NGS clinical diagnostics (IVD).

• Experienced in the deployment, troubleshooting, and configuration of container technologies (Docker, Singularity)
  

Travel Requirements/Location Requirements

• Location: The employee will be located in Pleasanton (hybrid with Santa Clara, CA).
• Must be able to work onsite in our Pleasanton location.
• Travel time: 25% domestic and international travel required.

Relocation benefits are not available for this positon.

The expected salary range for this position based on the primary location of California is $90,800-$168,600. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.  A discretionary annual bonus may be available based on individual and Company performance.  This position also qualifies for the benefits detailed at the link provided below.

Benefits

Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.

If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form Accommodations for Applicants.