Product Support Analyst
Supports global Benchling customers by answering product questions, troubleshooting issues, coordinating cross-functional resolutions, and improving support documentation and processes. Requires a life science degree, laboratory or research experience, and strong customer communication skills.
About the job
Responsibilities
- Serve as the first-line contact for product questions and issues from global customers across Enterprise, Premier, and Standard accounts.
- Develop deep product expertise and troubleshoot customer support tickets.
- Create and update internal and external knowledge articles and help documentation.
- Collaborate with Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales to resolve customer issues.
- Deliver occasional virtual or in-person customer trainings and marketing events.
- Participate in and lead Support projects that improve processes and the customer experience.
Requirements
- Bachelor of Science or Master of Science in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a similar life science field.
- Experience in a laboratory or research setting.
- Experience in a customer-focused role, including through employment or an internship.
- Strong verbal and written communication skills.
- Strong organization, time management, prioritization, empathy, diplomacy, autonomy, and initiative.
Nice-to-haves
- Experience managing complex, multi-party issues involving customer IT and scientific teams.
- Ability to discuss network, firewall, API, and security topics credibly.
- Experience with ambiguity, escalations, long-running investigations, and ownership of resolution.
- Experience troubleshooting across product, system, and technical infrastructure layers.
- Confidence participating in customer-facing calls with Enterprise IT stakeholders.
- Industry or technical fluency in bioprocessing, bioanalytics, regulated laboratories, or antibody engineering.
Compensation
- Annual salary: $73,000–$90,000.
Skills
Customer Support, Product Troubleshooting, Knowledge Base Management, Customer Training, API, Network Security, Firewalls, Technical Infrastructure, Bioprocessing, Bioinformatics
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