Product Support Analyst

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together.

Responsibilities

Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base; Become a Benchling product expert and assist users through troubleshooting customer support tickets and creating/updating internal/external knowledge articles; Collaborate with internal teams to coordinate on customer issues through resolution; Document continuously changing product knowledge in internal help articles; Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc); Participate in and lead internal Support projects to continuously improve Support processes and elevate customer’s Support experience

Requirements

BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required; Experience in a lab or research setting; Experience in a customer focused role (job or internship); Strong communication skills; Strong organization and time management skills; Empathy and Diplomacy; Autonomous and proactive

Nice to have

Managing complex, multi-party issues involving customer IT and scientific teams; Communicating credibly about network, firewall, API and security topics; Navigating ambiguity, escalations, and long-running investigations with ownership and accountability; Troubleshooting across multiple layers — product, system, and technical infrastructure; Engaging confidently in customer-facing calls, including with Enterprise IT stakeholders; Bringing relevant industry or technical fluency in areas like Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering

Benefits

Flexible hybrid work arrangement