---
title: 'Customer Success Engineer, Bioinformatics at Watershed Informatics'
canonical: 'https://feeny.ai/job/customer-success-engineer-bioinformatics-watershed-informatics-cambridge-96kvazwg6znk'
type: 'job'
last_seen: '2026-09-11'
---

# Customer Success Engineer, Bioinformatics at Watershed Informatics

- **Company:** Watershed Informatics
- **Location:** Cambridge, MA
- **Posted:** 2024-09-23
- **Last confirmed live:** 2026-09-11
- **Apply:** https://boards.greenhouse.io/watershed/jobs/6216631003?gh_jid=6216631003

## Job description

## About Watershed

Our vision is to become the leading biocomputing platform. The future of biology is in big data analysis, and we are on a mission to accelerate digital drug discovery with the Watershed platform. Watershed enables scientists to conduct all essential analysis — from lab data to plot — with a single software platform.

We have attracted some of the best bioinformatics, engineering, and commercial talent, and we are growing! Join a team that’s intellectually curious with a bias for action, headquartered in Cambridge, Massachusetts, composed of people who have come together to enable outcomes while empowering the research of all those committed to changing lives — all while bringing transformational change to a $40 billion industry.

## About the Role

Customer Success Engineers work at the intersection of software engineering, bioinformatics, and customer success to understand and fulfill customer support needs.

Customers choose Watershed to analyze and share large biological data sources in flexible, powerful computing environments. Customers will engage you as a first escalation point — you will draw on a knowledge of Linux systems, software engineering, and bioinformatics to unpack and resolve requests.

You will track down support requests across the platform, partnering with our Product Manager and Head of Operations. Expect variety in the complexity and kinds of technology and bioinformatics challenges you face. As you troubleshoot recurring issues, you will document and elevate common requests and fixes to improve future support.

## Responsibilities

- Develop an intimate understanding of how customers use the Watershed platform.
- Analyze and share data on customer usage, activity, and trends. Suggest upsell opportunities and advise on account-specific insights.
- Triage, manage, and resolve incoming customer support requests. Requests will vary in complexity from Level 1 support to interrelated Linux, software, and bioinformatics issues.
- Establish and uphold company support standards. Create resolution metrics and expand support programs as needed.
- Create & manage a system for documenting solutions and workarounds for recurring requests so team members can resolve similar issues quickly.
- Write platform guides and FAQs to support new feature rollouts. Develop case studies detailing tailored customer solutions.
- Directly report to the Head of Operations & CEO. Escalate key support insights (i.e., ‘buggy functions’ or common user misunderstandings).
- Ensure an excellent user experience on the Watershed platform

## Qualifications

- 1-3 years of professional experience supporting technical and non-technical customers as a bioinformatician. Experience working in a bioinformatics consultancy is strongly preferred
- A working understanding of Linux commands, system troubleshooting, and Docker.
- Proficiency with any one of Bash, Python, or R. Familiarity with all three is preferred.
- Familiarity with bioinformatics, computational biology, or a Masters in Bioinformatics is preferred

## About Watershed Informatics

## Company Overview
- **One-liner**: Watershed Informatics provides a unified, cloud-based platform for biological data analysis, discovery, and collaboration, enabling scientists to scale drug discovery and development pipelines.
- **Entity Type**: Private (Series A)
- **Headquarters**: Cambridge, Massachusetts, United States
- **Founded**: 2019
- **Founders**: Jonathan Wang and Mark Kalinich

## Core Business
- **Primary industry/industries**: Bioinformatics / Biotechnology Research
- **Target customers**: B2B – life sciences organizations (pharma, biotech, academic labs) of all sizes.
- **Mission or purpose statement**: Transform biomedical research by providing a complete, scalable solution for biological data analysis.

## Products & Services
- **Watershed Platform**: A SaaS platform that enables secure access, management, and analysis of all biological data types (genomics, proteomics, transcriptomics, etc.). Features include customizable AI tools, notebooks, collaborative workflows, and supercomputing infrastructure. [watershed.bio](https://watershed.bio/)
- **Cloud Data Lab**: An end-to-end bio-IT managed service for mission-critical bioinformatics analyses at reduced cost and complexity. [builtin.com](https://builtin.com/company/watershed-informatics)
- **Training & Support**: Onboarding training and hourly support from PhD-level bioinformaticians, with custom plans for startups and academia. [watershed.bio/faqs](https://watershed.bio/faqs)

## Market Standing
- **Valuation/Market Cap**: Not publicly available
- **Key Metric**: Total Funding $16.2M (Seed $1.7M in 2021, Series A $14.5M in 2023 led by Canvas Prime) | Annual Revenue $3.4M (LinkedIn estimate)
- **Notable Investors/Partners**: Canvas Prime (lead), 4 investors in Series A; Advisors: Frank Moss, Ph.D. (Harvard Medical School, MGH Cancer Center) and Michael Lawrence, Ph.D. (Jackson Laboratory). Clients include Revitope Oncology, SQZ Biotech, and Rarebase. [linkedin.com](https://www.linkedin.com/company/watershed-bio) | [watershed.bio/company](https://watershed.bio/company)
- **Growth Signals**: Active hiring (8+ open roles on Built In in engineering, bioinformatics, and marketing), expanding library of analysis workflows and automation features.

## Competitive Advantages
- End-to-end platform supporting all biological data types (multi-omics, imaging, etc.) in one environment.
- Security built by CEO with quantitative finance background.
- Scalable supercomputing infrastructure – processes hundreds of terabytes of data monthly.
- Dedicated bioinformatics support (training, custom workflows) for users of all skill levels.
- Integrations with tools like Benchling, RStudio, and Alphafold.

## Strategic Focus
- Continue building the platform to drive “a new era of scientific breakthroughs” through expanded workflows, automation, and AI capabilities.
- Deepen partnerships with both industry and academia to accelerate drug discovery.

## Why Work Here
- **Culture**: Close-knit, interdisciplinary team of experts in bioinformatics, engineering, and biology – described as “collaborative growth-forward environment.” [watershed.bio/company](https://watershed.bio/company)
- **Remote/Hybrid/Office**: Headquarters in Cambridge, MA (in-office for many roles). Employees located across the country – likely flexible for some positions.
- **Notable perks**: Opportunity to work at the intersection of biology and technology, direct impact on biomedical research, access to leading experts as advisors, and fast-growing startup environment.

## Sources
1. [watershed.bio](https://watershed.bio/)
2. [watershed.bio/company](https://watershed.bio/company)
3. [linkedin.com](https://www.linkedin.com/company/watershed-bio)
4. [builtin.com](https://builtin.com/company/watershed-informatics)
5. [watershed.bio/faqs](https://watershed.bio/faqs)

## Other roles at Watershed Informatics

- [Site Reliability Engineer](https://feeny.ai/job/site-reliability-engineer-watershed-informatics-cambridge-azkdhwden9h4) — Cambridge, MA
- [Performance Marketing Analyst](https://feeny.ai/job/performance-marketing-analyst-watershed-informatics-cambridge-wagec58twmgf) — Cambridge, MA
- [Senior Software Engineer, Product](https://feeny.ai/job/senior-software-engineer-product-watershed-informatics-boston-nwymtcfdr23d) — Boston, MA
- [Infrastructure Engineer](https://feeny.ai/job/infrastructure-engineer-watershed-informatics-cambridge-2h7xcm8xtya4) — Cambridge, MA
- [Software Engineer, UI](https://feeny.ai/job/software-engineer-ui-watershed-informatics-boston-mtrnde7n6w1y) — Boston, MA
- [Software Engineer](https://feeny.ai/job/software-engineer-watershed-informatics-boston-2mbb9jx7qzy8) — Boston, MA
- [High Performance Computing Engineer](https://feeny.ai/job/high-performance-computing-engineer-watershed-informatics-boston-r4k7m9wb5hsh) — Boston, MA