Bioinformatics Support Scientist – Next-Generation Sequencing (NGS) and Microarray 

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. 

DESCRIPTION 

You will help customers succeed with the Clinical Sequencing Division (CSD) NGS portfolio and Genetic Science Division (GSD) Microarray portfolio by delivering high-quality bioinformatics helpdesk and application support.  

About the role 

You will be a key bioinformatics support resource for customers using the Clinical Sequencing Division NGS portfolio and Genetic Science Division Microarray portfolio. You will provide bioinformatics application support, own assigned customer cases, and resolve standard and moderately complex workflow and software issues. 

Working with senior support colleagues and cross-functional teams, you will build deep technical capability, develop strong case-ownership skills, and contribute to improvements in support documentation, products, and the overall customer experience. 

What you will do: 

• Provide bioinformatics helpdesk and application support for NGS and Microarray products and workflows, troubleshooting standard and moderately complex issues involving data inputs and outputs, configuration, environment constraints, and software behavior.  

• Own assigned customer cases end-to-end by gathering requirements, reproducing issues where possible, identifying likely root causes, documenting findings, and communicating clear updates and next steps.  

• Prioritize and triage cases, escalate high-severity or technically complex issues through defined channels, and support follow-through to resolution.  

• Maintain accurate and timely records of customer interactions, technical findings, actions, and resolutions in designated case-management and customer relationship management systems.  

• Partner with Product, R&D, Software Development, Informatics, Global Support, and Field teams by providing clear technical summaries and supporting artifacts, including logs, screenshots, and minimal reproducible examples.  

• Capture and document recurring customer issues and feedback to support continuous improvement of products, software, documentation, support processes, and the overall customer experience.  

• Create and maintain practical support documentation, including how-to guides, troubleshooting articles, known-issue summaries, and resolution procedures.  

• Contribute to team knowledge sharing by documenting lessons learned and sharing relevant technical findings with colleagues.  

• Participate in product training and structured learning to build technical capability across NGS and Microarray products and workflows. 

REQUIREMENTS 

• BSc, MSc, or PhD in Bioinformatics, Computational Biology, Genomics, Computer Science, or a related discipline, or equivalent professional experience.  

• Experience with, or strong academic or practical exposure to, NGS and/or Microarray bioinformatics workflows, together with an interest in customer-facing technical support.  

• Working knowledge of Linux and command-line environments, with motivation to develop deeper proficiency.  

• Exposure to Python or R and a willingness to build practical scripting skills.  

• A structured troubleshooting mindset, strong documentation habits, and clear and responsive customer communication skills.  

• Ability to manage and prioritize multiple customer cases while maintaining accuracy and attention to detail.  

• Ability to work effectively both independently and as part of cross-functional and remote teams 

Travel / work style: 

This position is remote and requires a home office setup. The role includes computer-based work, virtual meetings, and regular communication with customers and internal teams by phone and email. Occasional travel of up to 10% may be required for product training, internal meetings, team activities, infrequent customer site visits, or other business needs.