Clinician Support Specialist
Provide frontline technical support for clinicians using Ambience's AI documentation platform. Diagnose issues, resolve escalations, and build support resources for 35+ health system deployments.
Product Support Analyst
First-line support analyst for Benchling's biotech R&D platform. Handles customer inquiries, troubleshoots issues, creates knowledge articles, and collaborates with internal teams. Requires life sciences degree and lab experience.
73k – 90kSan Francisco, CACustomer SupportHybridEntry level
About the role
Responsibilities
- Be the first line contact to answer product questions and resolve issues for all customers (Enterprise, Premier, Standard)
- Become a Benchling product expert to assist users through troubleshooting support tickets and creating/updating internal/external knowledge articles
- Collaborate with internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, Sales) 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 marketing events (Benchling Bootcamps, Benchtalk, etc.)
- Participate in and lead internal Support projects to continuously improve Support processes
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
- Experience in a customer-focused role (job or internship)
- Strong communication skills (verbal and written)
- Strong organization and time management skills
- Empathy and diplomacy with customers
- Autonomous and proactive self-starter approach
Nice-to-Haves
- Experience managing complex, multi-party issues involving customer IT and scientific teams
- Experience communicating about network, firewall, API, and security topics
- Experience navigating ambiguity, escalations, and long-running investigations
- Experience troubleshooting across product, system, and technical infrastructure layers
- Experience engaging in customer-facing calls with Enterprise IT stakeholders
- Industry or technical fluency in Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering
Compensation & Benefits
- Salary range: $73,000 - $90,000
Skills
Customer SupportTroubleshootingKnowledge Base ManagementLife SciencesBiologyMolecular BiologyBiochemistryBioinformaticsCommunicationTraining Delivery
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