Bioinformatics Customer Success Specialist (Genomics)

Location: Remote in Canada, with the option to work in person from the Toronto office. Must be eligible to work in Canada.

Salary: CAD 70,000–95,000 per year.

Company

hirify.global builds software and industry standards for responsible biomedical data sharing, discovery, and analysis in precision medicine, genomics, and cloud-based research.

What you will do

• Serve as the technical point of contact for customer support tickets, partner inquiries, and data delivery requests.
• Diagnose failed NGS pipeline runs, annotation issues, cloud permission problems, missing variants, sample mismatches, and runtime bottlenecks.
• Monitor AWS and GCP production workflows, run quality-control checks, validate releases, and track incidents through resolution.
• Maintain pipeline dependencies and create regression tests, reference-based validations, runbooks, knowledge-base articles, and onboarding guides.
• Onboard customers by validating capture files, metadata, sample identifiers, and routine sample processing workflows.
• Generate custom genomic deliverables and provide feedback, benchmarks, and cost estimates to product, engineering, and business development.

Requirements

• Master’s degree in computational biology, bioinformatics, biostatistics, computer science, or equivalent experience.
• 1–3 years of professional experience in industry biotech, diagnostic, or clinical bioinformatics, ideally in a customer-facing role.
• Hands-on experience running and debugging NGS or other omics data-processing pipelines.
• Knowledge of FASTQ, BAM/CRAM, VCF, and BED files, genomics analysis tools, and command-line workflows.
• Proficiency in Python, R, or Java, with strong shell scripting, troubleshooting, root-cause analysis, and communication skills.
• Eligibility to work in Canada is required.

Nice to have

• Experience with WDL, CWL, Nextflow, Snakemake, Docker, Singularity, or HPC environments.
• Experience with AWS, GCP, Azure, monitoring, logging, automated testing, or CI/CD for bioinformatics pipelines.
• Knowledge of CAP/CLIA, ISO 13485, validation documentation, or other regulated environments.
• Experience with long-read sequencing, structural variants, tandem repeats, methylation, statistical analysis, or data visualization.
• Experience with customer success tools, wet-lab genomics, or modern AI tools.

Culture & Benefits

• Remote-friendly work with flexible hours and the option to work from the Toronto office.
• Medical, dental, and vision coverage for employees and dependents.
• Three weeks of vacation, unlimited sick days, and maternity and parental leave top-ups.
• Remote office setup stipend, career development support, and learning opportunities.
• Employee Stock Option Program and the opportunity to contribute to open science and global data-sharing initiatives.

Hiring process

• Offers are conditional on a successful background check, which may include employment, reference, education, and criminal-record verification as permitted by law.
• AI-powered tools may assist with application organization, while applications are reviewed by a human team member.