Benchling

1 month ago

Product Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Join Benchling's Customer Experience team as a Product Support Analyst, acting as the first line for inbound product questions, troubleshooting issues for a global biotech user base, and collaborating with Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales to improve support processes. Develop product expertise, update knowledge articles, and occasionally deliver trainings while helping scientists leverage our AI-powered platform.

Location: Boston

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Entry level

Key Responsibilities

•Be the first line contact to answer product questions and resolve issues for all customers, while deeply understanding scientist pain points for a global base.
•Become a Benchling product expert and assist users through troubleshooting and creating/updating 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 Support processes and elevate the customer experience.

Pay and Benefits

Salary: USD 73,000 - 90,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•BS or MSc in biology, molecular biology, biochemistry, genetics, bioengineering, bioinformatics, or related life science field (recent graduates welcome).
•Experience in a lab or research setting and ability to quickly understand scientific concepts.
•Experience in a customer-focused role (job or internship).
•Strong written and verbal communication skills and the ability to source knowledge and provide impactful responses.
•Strong organization and time management skills with the ability to prioritize competing requests.

Experience:BiotechLife sciencesSaaS

Education:Bachelor's

Skills:CommunicationTime managementEmpathyCollaborationProblem-solving

Languages:English

Tech Stack:AICloudData

Company Brief

Benchling

Provides a cloud-based R&D Cloud and laboratory informatics platform that centralizes scientific data, streamlines experiments, and accelerates biotechnology and life-science research and development for biotech, pharma, and academic teams.

Industry: Biotech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.5

Website LinkedIn Glassdoor

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Benchling

1 month ago

Product Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: Boston

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Entry level

Key Responsibilities

•Be the first line contact to answer product questions and resolve issues for all customers, while deeply understanding scientist pain points for a global base.
•Become a Benchling product expert and assist users through troubleshooting and creating/updating 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 Support processes and elevate the customer experience.

Pay and Benefits

Salary: USD 73,000 - 90,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•BS or MSc in biology, molecular biology, biochemistry, genetics, bioengineering, bioinformatics, or related life science field (recent graduates welcome).
•Experience in a lab or research setting and ability to quickly understand scientific concepts.
•Experience in a customer-focused role (job or internship).
•Strong written and verbal communication skills and the ability to source knowledge and provide impactful responses.
•Strong organization and time management skills with the ability to prioritize competing requests.

Experience:BiotechLife sciencesSaaS

Education:Bachelor's

Skills:CommunicationTime managementEmpathyCollaborationProblem-solving

Languages:English

Tech Stack:AICloudData

Company Brief

Benchling

Industry: Biotech

Company Size: Large (251 to 1,000 employees)

Revenue: USD 100M to 250M

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Glassdoor: 3.5

Website LinkedIn Glassdoor