Senior Customer Informatics Support Engineer

Position Summary:

As a Senior Customer Informatics Support Engineer, you will provide support on IT infrastructure and networks, enabling solutions for Next Generation Sequencing (NGS) by working collaboratively with Illumina Service & Support and Sales teams, partners and customers.

Position Responsibilities:

. Responds to situations where first or second-line field support and/or technical support requires assistance to resolve an issue relating to informatics systems: server hardware, systems, network, or general IT issues, for example.

. Manages elevations, orchestrating the best approach and utilizing the full support team where appropriate, to resolve an elevation.

. Reports and trends issues, such as product quality issues, where appropriate.

. Highlights the commercial impact of elevated issues, in terms of revenue or market-access risks for example, to leadership and product management.

. Communicates and updates key technical information and procedures to the front-line support teams, tailoring content to the region as required.

. Develops and improves company processes that support our mission of building a world-class customer support

organization.

. Installs Illumina onsite servers and analysis software suites when required.

. Advise on the architecture of customer infrastructure based on application needs as part of presales consultations.

. Works closely with other internal teams, to ensure smooth and robust product launches within the region.

. Develops and maintains a positive relationship with partners and customers.

Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Position Requirements:

. B.S. degree in Computer Science, IT, Engineering, or equivalent

. Minimum of 5 years of Windows (Server, SQL, etc) systems administration and support.

. Minimum of 5 years of Linux experience (Red Hat and/or Debian based distros) in installation, system administration, and support.

. Experience using SAN/NAS storage equipment.

. Ability to troubleshoot communication protocols (DNS, NTP, postfix, NFS, SMB, etc.) and log parsing in both Linux and Windows systems.

. Experience in installation and configuration of network devices (switches, routers, firewalls, etc.).

. Experience in deployment of information security policies (GPOs) and knowledge of information security best practices.

. Ability to work independently, and with a collaborative attitude as part of a team.

. Support experience with external or internal customers.

. Highly motivated with good problem-solving ability.

. Strong organization skills, including ability to rapidly balance priorities in a fast-paced environment.

. Ability to work collaboratively and communicate effectively in a highly matrixed organization.

. Clear vision of and commitment to providing outstanding customer service.

. Excellent communication skills in English both in writing and verbal

. Must be willing to travel up to 30%.

All listed requirements are deemed as essential functions to this position however, business conditions may require reasonable

accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills:

. Experience supporting NGS Bioinformatics applications is plus.

. Experience with virtualization and cloud technology is plus (AWS, Azure, VMware, Docker, OpenStack).

. Holder of IT relevant certification on system administration, networking, and/or information security is plus.

. Proficiency in additional languages would be a plus.