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About the Role
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. To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to deliver timely and quality help to our customers. Your primary responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base. You will help empower our customers by solving hundreds of interactions through our multi-channel platform (web form, chat or email), coordinating on customer requests with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales), updating internal and external knowledge articles, provide occasional customer trainings/marketing events and by participating in and leading internal Support projects to elevate our customer’s experience. If you are passionate about Life Sciences, looking for an opportunity to join a cutting edge software company who is enabling transformational changes in R&D processes, and willing to roll up your sleeves and do whatever it takes to make our customers and users successful, this is the role for you.
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. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.
- Collaborate with our 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 our 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.
- 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
Skills
- AI fluency
- Excellent verbal and written communication
- Ability to quickly evaluate a customer’s question or concern, apply or source knowledge and provide an impactful solution or response
- Skills to balance competing requests and can prioritize them effectively
- Ability to empathize with our customers and provide solutions to elevate their experience
- Ability to work through challenging client requests, set the correct expectations and provide appropriate corrective actions
- Outstanding self-starter approach with the ability to be successful in a rapidly changing environment
Location
- Remote
- Hybrid
Work Type
- Hybrid
- On-site
Experience Level
- Entry Level
- Senior Level
Education Level
- BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
About the Company
- We are rebuilding biotech for the AI era.
- Benchling is the AI platform for biotech R&D.
- Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows.
- Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma.
Equal Opportunity
- Benchling welcomes everyone.
- We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences.
- We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.