Staff Field Application Scientist

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary: Drives successful customer adoption of our software suite, ensuring users experience improved accuracy, efficiency, and comprehensiveness during evaluations and implementations. Collaborates closely with regional and global support teams to enhance performance throughout the customer lifecycle, contributing to high win rates, efficient onboarding, superior product support, and strong customer satisfaction. Acts as a liaison to the product team by providing customer insights to inform roadmap prioritization.

Scope of Responsibilities:

Customer Success

• Work closely with our customers at leading healthcare institutions to ensure their success through adoption of our software suite. You will onboard, train them and become their trusted advisor.
• Develop deep scientific and technical knowledge of the platform and its capabilities, and use it to drive successful customer evaluations and implementations.
• Work closely with sales and support teams to deliver demos, lead customer evaluations, and overall bring scientific depth into sales interactions. 
• Ensure customers fully adopt and gain the full benefit of the software suite by providing strategic scientific guidance during implementations.
• Coordinate implementation activities including readiness assessments, system validation, and user training to accelerate time-to-value.
• Lead or support beta testing of new software features and updates at customer sites.
• Serve as a trusted expert globally, providing specialized software support and acting as a key point of contact for advanced clinical applications.

Sales & Support Enablement

• Partner with global and regional sales and support teams to deliver consistent, high-quality customer experiences across all stages of the customer lifecycle.
• Contribute to high win rates by training, documenting and defining optimal product evaluation and pre-sales engagements pathways.
• Drive efficient customer onboarding by training, documenting and defining optimal implementation plans for global and regional execution.
• Foster strong customer satisfaction by anticipating needs and aligning support strategies with business outcomes.

Cross-Functional Product Influence

• Serve as the voice of the customer by capturing and synthesizing user feedback from the field.
• Provide actionable insights to the product team to help guide feature development and prioritization.
• Advocate for enhancements that improve usability, workflow integration, and overall customer value.
• Collaborate with product management to align roadmap planning with emerging customer needs and industry trends.
• Participate in product testing, pilot programs, and early-access feedback loops to validate solutions before broader release.

Qualifications & Experience

Education

• PhD in Chemistry, Biochemistry, Molecular Biology, or Genetics (required), or M.S. with 3+ years of relevant experience.

Experience

• Proven experience in genetic health markets.
• Prior field support experience in a highly technical, customer-facing role.
• Experience in clinical or regulated environments.
• 3–5 years of experience in the biotech or life sciences industry.
• Familiarity with next-generation sequencing technologies.
• Knowledge of bioinformatics tools and workflows.

Other Requirements

• Willingness to travel up to 50%.
• Strong problem-solving, interpersonal, and customer relationship management skills.
• Excellent verbal and written communication skills.
• Commitment to delivering exceptional customer service.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative 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 offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. 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. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.