Product Support Analyst

Responsibilities

• Be the first line contact to answer product questions and resolve issues for all 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 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.
• 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.

Nice-to-Haves

• 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.