Software Application Support Scientist II

Role Overview

• Lead new customer onboarding activities, including software configuration support, workflow review, hands-on training, and post-implementation follow-up to promote successful adoption of VIA and Access software.
• Respond to customer inquiries and escalations through email, phone, remote meetings, and case-management systems; investigate issues, document findings, and drive timely resolution in partnership with internal teams.
• Provide expert software application support for Bionano VIA, including guidance on genomic data visualization, variant interpretation, annotation, filtering, classification, and reporting workflows.
• Support customer analysis of genomic data generated from NGS, microarray, and OGM technologies, including copy number variants, structural variants, sequence variants, regions of homozygosity, and related cytogenomic findings as applicable.
• Serve as a trusted technical resource for customers and field teams on VIA capabilities, genomic analysis workflows, data import and processing requirements, quality review, and interpretation best practices.
• Collaborate with account managers, field application scientists, and support teams to strengthen customer relationships, identify workflow needs, coordinate upgrades, and support expanded use of Bionano software solutions.
• Capture, prioritize, and communicate customer feedback, feature requests, usability observations, and recurring support trends to product management and software development teams.
• Maintain accurate support records, customer interaction notes, issue summaries, and follow-up actions in CRM (Salesforce).

Requirements

• English communication proficiency at B2 or higher; additional European languages such as French, German, Spanish, or Italian are a plus.
• Ability to work independently and collaboratively in a fast-paced, cross-functional environment.
• Strong organizational skills with attention to detail and documentation accuracy.
• 3–5 years of relevant experience in genomic data analysis, clinical or research genomics, cytogenomics, molecular diagnostics, bioinformatics support, or software application support.

Benefits

• Customer-focused, collaborative, and organized
• Willingness to occasionally travel (10-20%) for customer engagements and/or field support