Technical Product Support Specialist

SOPHiA GENETICS

Lausanne, Vaud, Switzerland

vor 6 Tg.

Description

The Technical Product Support Specialist is part of the Product Management Team and reports directly to the Product Management Director.

The Product Support Specialist is the product technical expert who ensures all customer-facing technical documentation and responses to customer technical inquiries or complaints are accurate, professional and timely.

He or she is an expert in next generation sequencing workflow based on at least 2 years of practical bench level experience.

On-Market Technical Product Support

Provides on-market support by addressing level 2 (or 3?) submissions

Responsible for addressing and documenting response to JIRA tickets in a timely way

Applies knowledge of assay / bundled solutions performance and troubleshooting principles and practices, including coordinating with platform technical support team

Conducts technical product training of SMEs, and collaborates closely with Knowledge Manager to develop effective technical training programs

Technical Writing

Responsible for creating, maintaining and obsoleting customer-facing technical documentation including User Guides, protocols and IFUs

Ensures documentation is compliant with regulatory requirements

Specializes in creating clear and user-friendly documentation

Shape Pipeline Products Support Strategies

Applies learnings from customer inquiries and complaints to development projects

Act as Cross Departmental Partner for Efficient Troubleshooting

Closely collaborates with Platform technical team and R&D to efficiently troubleshoot customer issues

Requirements

Practical hands-on Next Generation Sequencing Experience is an absolute minimum requirement

Masters or higher degree in life science

3+ years of relevant experience, in the life science or diagnostics field

Fluent in spoken and written English is a must

Technical writing experience

Excellent organizational skills to define timelines, set priorities and deliver on time

Excellent written and verbal communication skills including communicating complex scientific topics in simple terms to internal and external partners.

Benefits

Young and closely interacting R&D team in a casual working environment

Career opportunities in a fast-growing company with a worldwide reputation

International and multicultural environment

Flexible hours, home office opportunities

A stimulating technical environment (cloud computing, Big Data, CI, CD, ...)

Exchanges and collaborations with experts within the company (AI, genomics, medicine, etc.

Start : ASAP (or as agreed)

Contract type : permanent full-time

Application process

If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered.

After an initial screening process, candidates will be invited for remote interviews. Selected candidates will then be invited for personal interviews.

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