Software Application Support Scientist II

Job Summary: Bionano is seeking for a Software Application Support Scientist II to serve as a subject matter expert for Bionano’s VIA software platform and to provide high-quality technical and applications support to customers analyzing genomic data. This role will focus primarily on supporting bioinformatics analysis workflows for next-generation sequencing (NGS), microarray, and optical genome mapping (OGM) data, with emphasis on variant visualization, interpretation, annotation, filtering, reporting, and customer enablement. The Software Application Support Scientist II will partner closely with customers, field teams, product management, software development, and support colleagues to troubleshoot issues, guide best practices, support onboarding and training, and communicate customer feedback that informs future software improvements. Primary Duties and Responsibilities: Lead new customer onboarding activities, including software configuration support, workflow review, hands-on training, and post-implementation follow-up to promote successful adoption of VIA and Access software. Respond to customer inquiries and escalations through email, phone, remote meetings, and case-management systems; investigate issues, document findings, and drive timely resolution in partnership with internal teams. Provide expert software application support for Bionano VIA, including guidance on genomic data visualization, variant interpretation, annotation, filtering, classification, and reporting workflows. Support customer analysis of genomic data generated from NGS, microarray, and OGM technologies, including copy number variants, structural variants, sequence variants, regions of homozygosity, and related cytogenomic findings as applicable. Serve as a trusted technical resource for customers and field teams on VIA capabilities, genomic analysis workflows, data import and processing requirements, quality review, and interpretation best practices. Collaborate with account managers, field application scientists, and support teams to strengthen customer relationships, identify workflow needs, coordinate upgrades, and support expanded use of Bionano software solutions. Capture, prioritize, and communicate customer feedback, feature requests, usability observations, and recurring support trends to product management and software development teams. Maintain accurate support records, customer interaction notes, issue summaries, and follow-up actions in CRM (Salesforce). Promote a customer-focused, collaborative support culture while balancing responsiveness, scientific rigor, and operational priorities. Required Skills/Abilities: English communication proficiency at B2 or higher; additional European languages such as French, German, Spanish, or Italian are a plus. Ability to work independently and collaboratively in a fast-paced, cross-functional environment. Strong organizational skills with attention to detail and documentation accuracy. Willingness to occasionally travel (10-20%) for customer engagements and/or field support. Education and Experience Requirements: Master’s degree required (PhD preferred) in bioinformatics, genomics, genetics, molecular biology, computational biology, biochemistry, or a related life sciences field; equivalent relevant experience may be considered. 3–5 years of relevant experience in genomic data analysis, clinical or research genomics, cytogenomics, molecular diagnostics, bioinformatics support, or software application support.. Preferred Experience and Skills: Strong understanding of genomic data analysis concepts across NGS, microarray, and OGM, including variant calling, annotation, filtering, interpretation, visualization, and reporting. Experience with cytogenetics, cytogenomics, molecular pathology, oncology, constitutional genetics, rare disease, reproductive genetics, or related clinical genomics applications preferred. Hands-on experience with genomic analysis software, genome browsers, variant interpretation tools, laboratory information systems, or bioinformatics pipelines preferred. Experience supporting external customers, training users, troubleshooting software workflows, or working in a technical applications support role preferred. Familiarity with common genomic data formats and concepts such as BAM, VCF, BED, CNV, SV, SNV/indel, annotation databases, genome builds, gene panels, and quality metrics. Working knowledge of Linux command line environments (RHEL) and basic scripting (Python/R/Bash) or data-handling approaches is preferred, including use and configuration of API. Excellent analytical, troubleshooting, documentation, and problem-solving skills, with the ability to translate complex scientific and software concepts into clear customer guidance. Outstanding written, verbal, presentation, and training skills, including the ability to communicate effectively with scientists, laboratory directors, bioinformaticians, field teams, and software developers. Customer-focused, collaborative, and organized, with strong time-management skills and the ability to work effectively in a remote or distributed team environment. Curiosity and willingness to learn new technologies, workflows, software features, and genomic applications as Bionano’s products and customer needs evolve.