Senior Customer Informatics Support Engineer

ILLUMINA SINGAPORE GENOMICS PTE. LTD.; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A biotechnology company in Singapore is seeking a Senior Customer Informatics Support Engineer. This role involves providing IT support for informatics systems crucial for Next Generation Sequencing (NGS). Candidates should have a degree in Computer Science or related fields and at least 5 years of experience in Windows and Linux systems administration. Strong problem-solving and communication skills are essential. The position may require travel up to 30%.

Qualifications

• Minimum of 5 years of Windows systems administration and support.
• Minimum of 5 years of Linux experience in installation and support.
• Experience in installation and configuration of network devices.

Responsibilities

• Provide support for IT infrastructure and networks.
• Respond to technical support issues related to informatics systems.
• Communicate and update key technical information to support teams.

Skills

Troubleshooting communication protocols

Strong organization skills

Excellent communication skills in English

Ability to work collaboratively

Problem-solving ability

Education

B.S. degree in Computer Science, IT, Engineering, or equivalent

Tools

Windows systems

Linux (Red Hat, Debian)

SAN/NAS storage equipment

Networking devices (switches, routers, firewalls)

Job description

Overview

As a Senior Customer Informatics Support Engineer, you will provide support on IT infrastructure and networks, enabling solutions for Next Generation Sequencing (NGS) by working collaboratively with Illumina Service & Support and Sales teams, partners and customers.

Responsibilities

• Responds to situations where first or second-line field support and/or technical support requires assistance to resolve an issue relating to informatics systems: server hardware, systems, network, or general IT issues, for example.
• Manages elevations, orchestrating the best approach and utilizing the full support team where appropriate, to resolve an elevation.
• Reports and trends issues, such as product quality issues, where appropriate.
• Highlights the commercial impact of elevated issues, in terms of revenue or market-access risks for example, to leadership and product management.
• Communicates and updates key technical information and procedures to the front-line support teams, tailoring content to the region as required.
• Develops and improves company processes that support our mission of building a world-class customer support organization.
• Installs Illumina onsite servers and analysis software suites when required.
• Advise on the architecture of customer infrastructure based on application needs as part of presales consultations.
• Works closely with other internal teams, to ensure smooth and robust product launches within the region.
• Develops and maintains a positive relationship with partners and customers.
• Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Qualifications

• B.S. degree in Computer Science, IT, Engineering, or equivalent
• Minimum of 5 years of Windows (Server, SQL, etc) systems administration and support.
• Minimum of 5 years of Linux experience (Red Hat and/or Debian based distros) in installation, system administration, and support.
• Experience using SAN/NAS storage equipment.
• Ability to troubleshoot communication protocols (DNS, NTP, postfix, NFS, SMB, etc.) and log parsing in both Linux and Windows systems.
• Experience in installation and configuration of network devices (switches, routers, firewalls, etc.).
• Experience in deployment of information security policies (GPOs) and knowledge of information security best practices.
• Ability to work independently, and with a collaborative attitude as part of a team.
• Support experience with external or internal customers.
• Highly motivated with good problem-solving ability.
• Strong organization skills, including ability to rapidly balance priorities in a fast-paced environment.
• Ability to work collaboratively and communicate effectively in a highly matrixed organization.
• Clear vision of and commitment to providing outstanding customer service.
• Excellent communication skills in English both in writing and verbal
• Must be willing to travel up to 30%.
• All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education/Skills

• Experience supporting NGS Bioinformatics applications is plus.
• Experience with virtualization and cloud technology is plus (AWS, Azure, VMware, Docker, OpenStack).
• Holder of IT relevant certification on system administration, networking, and/or information security is plus.
• Proficiency in additional languages would be a plus.