Customer Success Engineer, Bioinformatics

The role

Customer Success Engineers work at the intersection of software engineering, bioinformatics, and customer success. You will resolve customer support requests and analyze customer usage on the Watershed platform.

What you will do

• 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.
• Establish and uphold company support standards.
• Create resolution metrics and expand support programs as needed.
• Create and manage a system for documenting solutions and workarounds.
• Write platform guides and FAQs to support new feature rollouts.
• Develop case studies detailing tailored customer solutions.
• Escalate key support insights to the Head of Operations and CEO.

Required qualifications

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

Nice to have

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

About the company

Watershed aims to become the leading biocomputing platform to accelerate digital drug discovery. The company is headquartered in Cambridge, Massachusetts.