Product Support Analyst

The role

The Product Support Analyst serves as the first line of contact for inbound product questions and troubleshooting for a global customer base. You will support customers and internal teams as they use the Benchling platform to transform R&D processes.

What you will do

• Be the first line contact to answer product questions and resolve issues for all customers
• Become a Benchling product expert
• Assist users through troubleshooting customer support tickets
• Create and update internal and 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 marketing events
• Participate in and lead internal Support projects to improve processes

Required qualifications

• 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
• Strong organization and time management skills
• Empathy and Diplomacy
• Autonomous and proactive

Nice to have

• 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

Before you apply

• You'll complete a brief AI-focused exercise or discussion as part of the interview process

About the company

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.