Job Title: Informatics Systems Engineer

Position Summary:

Illumina is hiring an Informatics Systems Engineer focused on network troubleshooting and support of Illumina instrument and servers deployed in customer environments. This role is a field-based service and support role tasked with assisting customers in their utilization of Illumina products within their own infrastructure. A large focus of this will be on Windows-based instruments. This will include troubleshooting connectivity, OS, infrastructure, and other aspects of instrument integration. This role is focused on helping customers succeed with their instruments in their network.

The successful applicant will be part of an award-winning customer support team that leads the industry in customer satisfaction. The Informatics Systems Engineer partners with customers, front line field personnel, and internal resources to provide pre-sales support, troubleshooting, complaint resolution, and consultation with respect to Illumina products in the customers’ environment. This position serves as a technically skilled consultant during pre- and post-sales activities, an innovative troubleshooter, and as a consultant to development.

This role requires exceptional troubleshooting, communication, time management, situational awareness, poise under pressure, and collaboration. You will be expected to build and maintain strong relationships with internal and external stakeholders across the region including, Service and Support teams, Sales, and customers as well as trusted relationships with Global Product Support, Development, and Quality.

Responsibilities:

• Troubleshoot complex issues related to Illumina instruments and their IT environment in collaboration with a variety of teams including Field Service Engineers, Field Applications Scientists, Sales, Technical Support and internal developers • Consult with Pre- and Post-sales customers to facilitate adoption and uptake of NextGen Sequencing by ensuring that the customer is ready for data generation, transfer, and analysis-related challenges • Increase customer satisfaction by acting as an exceptional customer-friendly resource for customer networking, information security, and general connectivity questions as they relate to Illumina instruments and computational products. • Actively participate in product development teams representing the voice of customer, supporting beta tests, and development of training collateral prior to product launch. • This position involves strong written and verbal communication with customers including IT personnel, principal investigator-level scientists, bioinformaticians, and laboratory personnel.

Requirements:

• 2+ years relevant experience including experience in an external customer facing role strongly preferred • Experience with compute systems including administration, troubleshooting, and networking Windows-based systems required. Additional Linux and HPC experience preferred. • Experience should include GPOs, network architecture, firewalls, domains (DC/OU), AD/LDAP, security, IP/OSI Layer interaction, DPI, file shares and mounting, log analysis for troubleshooting • Hands-on experience with Illumina products, including informatics offerings, as well as how Illumina instruments interact with other IT systems preferred but not required. • Experience with interfacing between cloud and local resources preferred. • Prior experience including troubleshooting, resolving technical issues, and directly supporting customers in a highly technical field strongly preferred • Demonstrated strong written and verbal communication skills • Must be flexible in working hours as this position may require customer support during non-regular business hours • 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.

Experience/Education:

• Typically requires a BS in computer science or engineering or equivalent work experience required. IT-related professional certifications related to skills outlined above a plus • Example certifications will include CCNA/CCNP, Network+,Security+, MCSA/MCSE, AWS CP/SOA/SA,

Concerns regarding COVID-19 continue as positive cases are experienced in the communities in which we operate. Please be aware that, as a condition of employment, Illumina requires proof of COVID vaccination for all U.S.-based employees (subject to limited exceptions) beginning November 1, 2021.

At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and demonstrate our collective commitment to diversity and inclusion in the communities we live and work. We are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information. If you require accommodation to complete the application or interview process, please contact accommodations@illumina.com. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf