Job Description

Our vision is to become the leading biocomputing platform. The future of biology is in big data analysis, and we are on a mission to accelerate digital drug discovery with the Watershed platform. Watershed enables scientists to conduct all essential analysis — from lab data to plot — with a single software platform. 

We have attracted some of the best bioinformatics, engineering, and commercial talent, and we are growing! Join a team that’s intellectually curious with a bias for action, headquartered in Cambridge, Massachusetts, composed of people who have come together to enable outcomes while empowering the research of all those committed to changing lives — all while bringing transformational change to a $40 billion industry. 

About the Role 

Customer Success Engineers work at the intersection of software engineering, bioinformatics, and customer success to understand and fulfill customer support needs. 

Customers choose Watershed to analyze and share large biological data sources in flexible, powerful computing environments. Customers will engage you as a first escalation point — you will draw on a knowledge of Linux systems, software engineering, and bioinformatics to unpack and resolve requests.

You will track down support requests across the platform, partnering with our Product Manager and Head of Operations. Expect variety in the complexity and kinds of technology and bioinformatics challenges you face. As you troubleshoot recurring issues, you will document and elevate common requests and fixes to improve future support.

Responsibilities 

• Develop an intimate understanding of how customers use the Watershed platform.
• Analyze and share data on customer usage, activity, and trends. Suggest upsell opportunities and advise on account-specific insights.
• Triage, manage, and resolve incoming customer support requests. Requests will vary in complexity from Level 1 support to interrelated Linux, software, and bioinformatics issues.
• Establish and uphold company support standards. Create resolution metrics and expand support programs as needed. 
• Create & manage a system for documenting solutions and workarounds for recurring requests so team members can resolve similar issues quickly.
• Write platform guides and FAQs to support new feature rollouts. Develop case studies detailing tailored customer solutions.
• Directly report to the Head of Operations & CEO. Escalate key support insights (i.e., ‘buggy functions’ or common user misunderstandings). 
• Ensure an excellent user experience on the Watershed platform

Qualifications 

• 1-3 years of professional experience supporting technical and non-technical customers as a bioinformatician. Experience working in a bioinformatics consultancy is strongly preferred
• A working understanding of Linux commands, system troubleshooting, and Docker.
• Proficiency with any one of Bash, Python, or R. Familiarity with all three is preferred.
• Familiarity with bioinformatics, computational biology, or a Masters in Bioinformatics is preferred