Join our product support team dedicated to the Genomic Data Commons, one of the world’s largest unified storage, analysis, and distribution systems for cancer genomics. Alongside our team of experts in software development, systems engineering, and bioinformatics, you will join a support team dedicated to the GDC. The GDC offers petabytes of centralized and harmonized cancer genomic data to a range of users from small research projects to large analytics applications. The support team has an extraordinary opportunity to deliver on our mission of advancing cancer research through data science by collaborating with researchers across the country.
You will serve as our primary user contact on data inquiries, resolving issues and tackling queries in an efficient and timely manner. Provide exceptionally competent email support to our clients and staff, along with demonstrating dedication to high quality customer service. You will specialize in problem source identification and issue resolution in our data commons and cloud environments. Perform problem analysis, evaluation, recreation, and resolution of client report problems. Develop a deep understanding of the data and the underlying biological concepts. Seek to comprehend the scientific goal and methodology to provide domain-specific support to users. Take full ownership of assigned cases, triaging them to the appropriate resources, and guiding them through to achieve final resolution. Provide exceptionally competent email support to users and staff. Coordinate with functional teams (operations, development, bioinformatics, and information security) for user management and issue resolution. Assist senior personnel and subject matter experts on escalated issues.
You are responsible for managing ticket queues and collaborative resolution to ensure goals and deadlines are met. Exercise judgment to prioritize and manage inquiries of diverse scope and complexity. Document all user interactions in the ticketing system. Communicate primarily through well-constructed emails about complex technical issues. Develop relationships with individual users.
Assist in the development of client-facing training materials and documents. Maintain internal documentation and Standard Operating Procedures. Contribute to the Knowledge Management database. Participate in educating users on the technology and make recommendations for optimization.
Track user inquiries, proactively monitoring to identify trends. Conduct failure investigation with cross-functional teams. Contribute to ongoing improvement of business and quality processes. Stay current on user needs, internal projects, and the broader biotech community.
- Bachelor's degree in Biology or a related technical area, or equivalent of four (4) years of relevant experience required.
- Minimum three (3) years experience in a relevant technical, user support, or project/product management role required.
- Minimum three (3) years experience in customer service or client relations required.
- Technical documentation and writing experience preferred.
- Experience in bioinformatics preferred.
- Experience working on research infrastructure preferred.
- Experience with both hardware and software IT projects preferred.
About the Genomic Data Commons
The Genomic Data Commons (GDC) is a comprehensive computational facility to centralize and harmonize cancer genomic data generated from NCI-funded programs. The GDC is the foundation for a genomic precision medicine platform and will enable the development of a knowledge system for cancer. The GDC will provide an open-source, scalable, modern informatics framework that uses community standards to make raw and processed genomic data broadly accessible. This will enable previously infeasible collaborative efforts between scientists.
About the Center for Data Intensive Science
The Center for Data Intensive Science is developing the emerging field of data science with a focus on applications to problems in biology, medicine, and health care. Our vision is a world in which researchers have ready access to the data and tools required to make discoveries that lead to deeper understanding and improved quality of life. We democratize access, speed discovery, create new knowledge and foster innovation through implementation using data at scale. Our scientific data clouds and commons include the Genomic Data Commons, Bionimbus Protected Data Cloud, and the Open Science Data Cloud.