Product Support Analyst

ROLE OVERVIEW

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

QUALIFICATIONS

• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates.

• Experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.

• Experience in a customer focused role (job or internship).

• Strong communication skills. You are an excellent verbal and written communicator. You can quickly evaluate a customer’s question or concern, apply or source knowledge and provide an impactful solution or response.

• Strong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively.

• Empathy and Diplomacy. You always put customers first. You can empathize with our customers and provide solutions to elevate their experience. You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions.

• Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.

We are hiring for multiple levels within our Product Support team. While this role primarily targets candidates ready to provide exceptional Level 1 support, we’re also considering applicants with deeper technical or industry expertise for a more senior role. If you have experience in any of the following areas, please highlight it in your application:

• 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
  

We encourage you to apply even if you’re unsure where your experience fits — we’re excited to meet strong candidates at different levels.

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