Benchling

3 days ago

Product Support Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

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: 3.5

Website LinkedIn Glassdoor

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Benchling

3 days ago

Product Support Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 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 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

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