Senior Technical Applications Scientist

About the role

Illumina is hiring a Senior Technical Applications Scientist who provides high-quality technical and customer support across its Laboratory Services (ILS). The role is an independent contributor who manages complex customer inquiries, coordinates issue resolution across functions and acts as a subject-matter resource within an assigned service area or workflow.

Key responsibilities

• Provide responsive technical support to internal and external customers, own cases through resolution and coordinate issue resolution with laboratory operations, commercial, quality, regulatory, product and software teams.
• Support customer onboarding, service readiness, business reviews and recurring customer meetings.
• Serve as an escalation resource for non-routine technical questions, lead or contribute to troubleshooting, root-cause investigations and corrective or preventive actions.
• Monitor case and service trends, identify knowledge gaps and propose practical improvements to workflows, case handling and escalation pathways.
• Maintain technical documentation, troubleshooting guides, standard responses, work instructions and training materials, and coach peers and train others.
• Work in line with quality systems, data privacy, regulatory expectations and accreditation standards, and support audit readiness.

Required profile

• Bachelor's degree in Life Sciences, Molecular Biology, Clinical Laboratory Science, Biotechnology, Bioinformatics, Engineering or a related field; equivalent education and experience may be considered; an advanced degree is beneficial.
• Typically 5+ years of relevant experience in technical support, applications support, laboratory operations, service delivery, life sciences, diagnostics or a related field.
• Experience independently resolving complex technical or customer issues and coordinating work across multiple functions.

Required skills

• Working knowledge of molecular biology, sequencing, clinical laboratory services or related technologies relevant to the assigned portfolio.
• Experience with structured troubleshooting, root-cause analysis, complaint handling, case documentation and process improvement.
• Ability to communicate complex technical information clearly to customers and internal stakeholders.