Product Support Analyst

Benchling is building a world-class Customer Experience organization to drive adoption of our solutions across our rapidly growing customer base. As a senior-level Product Support Analyst, you play a key role supporting our customers and internal teams as they use Benchling to transform their team's work together. To succeed, you quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You use this knowledge to own and drive resolutions for our most complex issues, including those involving customer IT, security, and scientific teams, coordinating cross-functional stakeholders (Engineering, Product, Technical Account Managers, Customer Success, Professional Services, and Sales). You lead or co-lead enterprise escalations as they arise, establishing clear ownership, cadence, and communication to restore outcomes and customer confidence. If you are passionate about life sciences, eager to join a cutting-edge software company transforming R&D, and motivated to lead high-stakes escalations with clarity, credibility, and calm, this role offers the chance to make an outsized impact for our customers and products.

Responsibilities

Serve as a senior point of contact for day-to-day product questions and complex issues across web, email, and chat; Operate with autonomy and align internal and external stakeholders; Lead enterprise escalations and coordinate multi-party investigations; Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and articulate risk and impact; Troubleshoot across application, integrations, APIs, identity/SSO (SAML/OIDC), data flows, and customer network fundamentals; Document and share knowledge by updating external articles and internal runbooks; Drive durable outcomes through RCA/CAPA; Mentor and uplevel the team through case reviews, shadowing, and coaching; Continuously improve support by leading scoped projects; Participate in on-call rotations as part of our global support model

Requirements

5+ years of experience in IT, support engineering, product support, or similar; Experience supporting enterprise customers, ideally global pharma/biotech; Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting; Proven ownership of enterprise escalations and complex, multi-party issues (customer IT/security + scientific users), from triage through closure and prevention; Executive-caliber communication. Exceptional written and verbal skills; comfortable leading high-stakes calls, writing succinct leadership updates, and translating technical detail into business impact; Strong prioritization and decision-making under ambiguity; ability to establish clear roles, timelines, and communication cadence in fast-changing situations; Stakeholder management and diplomacy. Aligns internal owners and external stakeholders, sets realistic expectations, and sustains trust through transparent updates; Proven ability to roll up your sleeves and independently investigate across application logs, APIs, SSO/SAML flows, and network fundamentals (DNS, proxies, firewalls) to drive investigations forward and guide clear next steps

Nice to have

BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, strongly preferred; Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit; Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering; experience influencing prioritization with incident data; Multilingual skills are advantageous for supporting our diverse EMEA customer base

Benefits

Flexible hybrid work arrangement