Customer Support Engineer II – IT and Software Development

The mission of the Allen Institute is to unlock the complexities of bioscience and advance our knowledge to improve human health. Using an open science, multi-scale, team-oriented approach, the Allen Institute focuses on accelerating foundational research, developing standards and models, and cultivating new ideas to make a broad, transformational impact on science.

The mission of the Allen Institute for Immunology is to advance the fundamental understanding of human immunology through the study of immune health and diseases where excessive or impaired immune responses drive pathological processes. The Institute will employ a multi-disciplinary team approach in collaboration with academic centers of human immunology to generate novel mechanistic insights into the immune synapse in health and in diseases such as autoimmunity or oncology. The Institute will simultaneously provide a foundational data set and tools for future immunological research as well as a novel collaboration portal for the broader scientific community.

We are seeking a talented and enthusiastic Customer Support Engineer to join the Allen Institute for Immunology’s software engineering team. This person will help provide a great customer experience to our collaborators for a cloud-based research platform used by scientists and computational biologists to gather, analyze, interpret, and share findings. This position will onboard new customers and be the voice of the customers. The Customer Engineer is curious about immunology and life sciences research and enjoys learning new scientific analysis techniques. This is a limited term position expected to last through December 2025 based on business needs and funding

The Allen Institute believes that team science significantly benefits from the participation of diverse voices, experiences and backgrounds. High-quality science can only be produced when it includes different perspectives. We are committed to increasing diversity across every team and encourage people from all backgrounds to apply for this role.

Essential Functions

• Onboard new customers’ projects onto the Human Immune System Explorer
• Lead product demos and training, documenting use cases, scientific needs, data volume and financial opportunity
• Responsible for application setup and configuration, communication and ongoing customer support
• Work closely with technical program management, product architecture and software engineering to manage the customer experience and communicate new feature requests
• Provide ongoing technical support to existing customers through regular check-ins, assisting with troubleshooting, incorporating new features, reviewing usage patterns and account monitoring
• Be a subject matter expert on the use of the research platform
• Create technical solutions that solve real problems for customers, based on data analysis, user interviews, and feedback loops

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Required Education and Experience

• Bachelor’s degree in a technical or life sciences discipline, or equivalent combination of degree and experience
• 2 years of relevant work experience
• Demonstrated experience with customer or application engineering for a cloud-based software product
• Demonstrated experience working in a scientific research or health care organization
• Proficiency in Python or R

Preferred Education and Experience

• Creative problem-solving skills
• Passion for new technology and customer focused
• Passion for scientific research
• Excellent verbal and written communication skills
• 5+ years of equivalent working experience

Work Environment

• May enter laboratory environment, including potential exposure to lasers, biohazards

Physical Demands

• Fine motor movements in fingers/hands to operate computers and other office equipment; lab equipment
• Working at a computer and using a mouse for extended periods of time

Position Type/Expected Hours of Work

• Occasional evening and weekend hours may be required
• This role is currently working onsite and is expected to work onsite for the majority of working hours. The primary work location for this role is 615 Westlake Ave N., with flexibility to work remotely on a limited basis. We are a Washington State employer; any remote work must be performed in Washington State.
• This is a limited term position expected to last through December 2025 based on business needs and funding.

Annualized Salary Range

• $80,150 - $98,200*

* Final salary depends on required education for the role, experience, and level of skills relevant to the role, along with work location, where applicable.

Benefits

• Employees (and their families) are eligible to enroll in benefits per eligibility rules outlined in the Allen Institute’s Benefits Guide. These benefits include medical, dental, vision, and basic life insurance. Employees are also eligible to enroll in the Allen Institute’s 401k plan. Paid time off is also available as outlined in the Allen Institute’s Benefits Guide. Details on the Allen Institute’s benefits offering are located at the following link to the Benefits Guide: https://alleninstitute.org/careers/benefits.

It is the policy of the Allen Institute to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status about public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the Allen Institute will provide reasonable accommodations for qualified individuals with disabilities.