Product Support Analyst

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.

Qualifications

• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required.
• 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.

Skills

• 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