Support Specialist


Lausanne, CH
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/08/2021
  • Website:
  • Company Address: 185 Dartmouth Street, Suite 502, Boston, MA, 02116


SOPHiA GENETICS combines deep expertise in life sciences and medical disciplines with mathematical capabilities in data computing. Our mission is to bring data analytics solutions to market, to support healthcare professionals by maximizing the power of Data-Driven Medicine. We achieve this mission through the global adoption of SOPHiA AI, which is built using techniques such as statistical inference, pattern recognition and machine learning. This enables SOPHiA to provide equal benefits to all users, unite experts in a gold standard health tech platform, and motivate expert knowledge sharing for a sustainable impact on future patients.

Job Description

Would you like to be part of a dynamic and exciting team delivering a high level of support that has a direct impact on the lives of cancer and rare disease patients worldwide? Join our growing team and use your exceptional technical and organizational skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by over a thousand healthcare institutions globally and provide world leading capabilities for the analysis of genomic, clinical, and imaging data.

As a Support Specialist, you will be part of the Services team in Lausanne, Switzerland. This involves prioritization, escalation, and resolution of internal support requests.

Your responsibilities include resolving queries, recommending technical solutions and guiding internal users through features and functionalities of all company-supported software and hardware.

To be successful in this role, you should be an excellent communicator who’s able to earn our users’ trust. You should also be familiar with help desk software (Jira Service Desk, or a similar ticket-management solution).

Ultimately, you will help maintain our reputation as a company that offers excellent service.

You will:

    Deliver top-tier level 1 & 2 support to our internal users in a timely, professional, and accurate manner
    Solve issues through Jira Service Desk
    Ensure all issues are registered and followed until completion
    Identify user needs and help them navigate specific features of our products
    Diagnosing and troubleshooting

    Identify, research, and resolve technical problems
    Report product malfunctions
    Create, maintain & update company knowledge base


    Bachelor’s degree in computer science (or equivalent)
    At least 3 years of experience in similar role
    Experience in helpdesk operations, that includes Windows and Mac clients
    Excellent communication and problem-solving skills
    Perfect command of English
    Multi-tasking abilities
    Team player, but also able to work autonomously


    Mac OS:
        Familiar with Command line, able to read logs, find processes, create shell scripts
        Familiar with Mac OS features, administration, & troubleshooting techniques
        Office 365 Administration
        Azure Active Directory
        Windows Server (Active Directory, DNS, File Server Management)
    Understand basic networking technologies (LAN/WAN and wireless)
    Knowledge and ability to remotely manage client systems
    Highly skilled in documenting troubleshooting steps and instructions
    Atlassian Administration: JIRA & Confluence

Knowledge in Java (is a plus)


    A flexible and friendly working environment with a collaborative atmosphere
    Fantastic office locations in Switzerland
    An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
    A fast-growing company with plenty of opportunity for personal growth and development

Location : Lausanne, Switzerland

Start: ASAP

Application process 

If you think you fit this position, please send a CV and a cover letter. Please note that incomplete applications will not be considered. 

After an initial screening process, candidates will be invited for remote interviews. You may be asked to perform a programming task as part of this process. Selected candidates will then be invited for personal interviews. 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.