Watershed Informatics09/24/2024
Customer Success Engineer, Bioinformatics
Salary not specified
MARKET
12,375 ₽median for this role
IT Support / Helpdesk · 65 jobs with disclosed pay
5,714half of the offers: 8,583–16,667145,833
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Cambridge
Responsibilities
- 01Develop an intimate understanding of how customers use the Watershed platform
- 02Analyze and share data on customer usage, activity, and trends
- 03Suggest upsell opportunities and advise on account-specific insights
- 04Triage, manage, and resolve incoming customer support requests
- 05Establish and uphold company support standards
- 06Create resolution metrics and expand support programs as needed
- 07Create & manage a system for documenting solutions and workarounds for recurring requests so team members can resolve similar issues quickly
- 08Write platform guides and FAQs to support new feature rollouts
- 09Develop case studies detailing tailored customer solutions
- 10Directly report to the Head of Operations & CEO
- 11Escalate key support insights (i.e., ‘buggy functions’ or common user misunderstandings)
- 12Ensure an excellent user experience on the Watershed platform
Requirements
- 011-3 years of professional experience supporting technical and non-technical customers as a bioinformatician
- 02Experience working in a bioinformatics consultancy is strongly preferred
- 03A working understanding of Linux commands, system troubleshooting, and Docker
- 04Proficiency with any one of Bash, Python, or R
- 05Familiarity with all three (Bash, Python, R) is preferred
- 06Familiarity with bioinformatics, computational biology, or a Masters in Bioinformatics is preferred