Product Support Analyst

Benchling is an AI platform for biotech R&D that enables scientists to design experiments and capture structured data. The Product Support Analyst plays a key role in supporting customers and internal teams, helping them leverage Benchling to improve their workflows and experiences. This role involves troubleshooting product questions, coordinating with internal teams, and delivering trainings for customers.

What you'll do:

• 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

What they're looking for:

• 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

Benefits:

• Offers Equity
• We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).