Product Support Analyst

We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. 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. We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.

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