Customer Success Engineer, Bioinformatics

About the Company

Watershed's vision is to become the leading biocomputing platform. We are on a mission to accelerate digital drug discovery with a platform that enables scientists to conduct all essential analysis — from lab data to plot — with a single software platform.

Responsibilities

• Develop an intimate understanding of how customers use the Watershed platform
• Analyze and share data on customer usage, activity, and trends to suggest upsell opportunities
• Triage, manage, and resolve incoming customer support requests ranging from Level 1 to complex Linux and bioinformatics issues
• Establish and uphold company support standards and resolution metrics
• Create and manage a system for documenting solutions and workarounds for recurring requests
• Write platform guides, FAQs, and case studies to support new feature rollouts
• Escalate key support insights such as buggy functions or common user misunderstandings to leadership
• Ensure an excellent user experience on the Watershed platform

Requirements

• 1-3 years of professional experience supporting technical and non-technical customers as a bioinformatician
• Working understanding of Linux commands, system troubleshooting, and Docker
• Proficiency with Bash, Python, or R

Preferred Qualifications

• Experience working in a bioinformatics consultancy
• Familiarity with all three languages: Bash, Python, and R
• Familiarity with bioinformatics or computational biology
• Masters in Bioinformatics