Product Support Analyst

Benchling
Boston
Workplace: HybridFull timeUSD 73,000 - 90,000 annuallyFunction: Communications, PR & CommunityEducation: mastersSkills: ["Communication","Organization","Time management","Empathy","Diplomacy","Proactivity"]

Serve as the first line of support for customers using the Benchling AI platform for biotech R&D. Develop deep product and life-sciences domain understanding to troubleshoot issues, resolve inbound questions across web form, chat, and email, and maintain internal/external knowledge articles. Collaborate with internal teams to coordinate customer issue resolution, occasionally deliver customer trainings, and help lead Support process improvement projects to elevate the customer experience.

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FursaFursa
Benchling
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: 9 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Serve as the first line of support for customers using the Benchling AI platform for biotech R&D. Develop deep product and life-sciences domain understanding to troubleshoot issues, resolve inbound questions across web form, chat, and email, and maintain internal/external knowledge articles. Collaborate with internal teams to coordinate customer issue resolution, occasionally deliver customer trainings, and help lead Support process improvement projects to elevate the customer experience.
Location: Boston
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Entry level

Key Responsibilities

  • •Be the first line of contact to answer product questions and resolve issues for Enterprise, Premier, and Standard customers while understanding scientist pain points.
  • •Become a Benchling product expert to troubleshoot support tickets and create/update internal and external knowledge articles.
  • •Collaborate with internal teams to coordinate customer issue resolution.
  • •Document continuously changing product knowledge in internal help articles.
  • •Occasionally deliver customer trainings or marketing events and participate in or lead Support projects to improve processes.

Pay and Benefits

Salary: USD 73,000 - 90,000 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a similar life science field.
  • •Experience in a lab or research setting, with the ability to understand complex scientific concepts and empathize with scientists.
  • •Experience in a customer-focused role (job or internship).
  • •Strong verbal and written communication skills to evaluate questions and deliver impactful responses.
  • •Strong organization and time management skills to prioritize competing requests.
Education:Master's in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics
Skills:CommunicationOrganizationTime managementEmpathyDiplomacyProactivity
Tech Stack:AIAI agentsModelsAPIWeb formChatEmailFirewallSecurity

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
Glassdoor: 3.5
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