Product Support Analyst

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.

This role primarily targets candidates ready to provide exceptional Level 1 support, with consideration for applicants with deeper technical or industry expertise for a more senior role.

Key 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 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.
• Be the first line contact for all inbound product questions and troubleshoot issues for our global customer base.
• 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.

Requirements & Tech Stack

• AI fluency is the foundation we build on.
• Experience in a lab or research setting.
• Experience in a customer-focused role (job or internship).
• Strong communication skills (verbal and written).
• Strong organization and time management skills.
• Empathy and Diplomacy.
• Autonomous and proactive.

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.
• You empathize with scientists and can quickly understand complicated scientific concepts.
• You have the skills to balance competing requests and can prioritize them effectively.
• 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.
• Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.

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.

Work Environment

• Flexible hybrid work arrangement that prioritizes in-office collaboration.
• Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday).
• #BI-Hybrid #JF-1