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: 2 hours agoStatus: Live

Job Summary

Senior-level product support analyst responsible for resolving complex product questions across web, email, and chat, leading enterprise escalations, coordinating cross-functional teams, and driving durable outcomes while maintaining high SLA/SLO and product quality.

Location: Zurich

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•Serve as a senior point of contact for day‑to‑day product questions and complex issues across web, email, and chat. Bring empathy for scientists and strong product judgment to resolve cases efficiently while meeting high SLA/SLO and quality standards.
•Operate with autonomy. Set decision cadence, make trade-off calls, and align internal and external stakeholders, including directors and executives, to move work forward.
•Lead enterprise escalations, coordinating multi‑party investigations (Product/Engineering, Build, Security, CX, Sales) and customer IT teams. Own the room with calm, executive‑level communication; establish ownership; provide crisp updates; and drive issues to closure with documented decisions.
•Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and clearly articulate risk, impact, and next steps for customers and stakeholders.
•Troubleshoot across layers—application, integrations, APIs, identity/SSO (SAML/OIDC), data flows, and customer network fundamentals (DNS, TLS, proxies, firewalls)—and pull in the right SMEs at the right time.
•Document and share knowledge by updating external articles and internal runbooks, decision logs, and templates so learnings improve future response and prevention.
•Drive durable outcomes through RCA/CAPA: collaborate on root cause analysis, propose corrective and preventive actions, track follow‑through, and close the loop with customers and teams.
•Mentor and uplevel the team through case reviews, shadowing, and coaching on investigation structure and customer communications; support onboarding new PSAs and contribute enablement content that scales.
•Continuously improve support by leading scoped projects that streamline triage, tooling, and playbooks and by partnering cross‑functionally to surface patterns, influence product priorities, and raise overall readiness.
•Participate in on-call rotations as part of our global support model.

Key Requirements

•BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a similar life-science field; strong preference
•5+ years of experience in IT, support engineering, product support, or related fields
•Experience supporting enterprise customers, ideally in global pharma/biotech
•Empathy for scientists and ability to map scientific workflows to product behavior and troubleshooting
•Proven ownership of enterprise escalations and multi-party issues from triage through closure

Experience:5+ yearsBiotechLife sciencesSaaSAIBiopharma

Education:

Skills:EmpathyCommunicationProblem-solvingStakeholder managementMentorship

Tech Stack:APIsSAMLOIDCDNSTLSFirewallsLogs

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: 2 hours agoStatus: Live

Job Summary

Location: Zurich

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•Serve as a senior point of contact for day‑to‑day product questions and complex issues across web, email, and chat. Bring empathy for scientists and strong product judgment to resolve cases efficiently while meeting high SLA/SLO and quality standards.
•Operate with autonomy. Set decision cadence, make trade-off calls, and align internal and external stakeholders, including directors and executives, to move work forward.
•Lead enterprise escalations, coordinating multi‑party investigations (Product/Engineering, Build, Security, CX, Sales) and customer IT teams. Own the room with calm, executive‑level communication; establish ownership; provide crisp updates; and drive issues to closure with documented decisions.
•Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and clearly articulate risk, impact, and next steps for customers and stakeholders.
•Troubleshoot across layers—application, integrations, APIs, identity/SSO (SAML/OIDC), data flows, and customer network fundamentals (DNS, TLS, proxies, firewalls)—and pull in the right SMEs at the right time.
•Document and share knowledge by updating external articles and internal runbooks, decision logs, and templates so learnings improve future response and prevention.
•Drive durable outcomes through RCA/CAPA: collaborate on root cause analysis, propose corrective and preventive actions, track follow‑through, and close the loop with customers and teams.
•Mentor and uplevel the team through case reviews, shadowing, and coaching on investigation structure and customer communications; support onboarding new PSAs and contribute enablement content that scales.
•Continuously improve support by leading scoped projects that streamline triage, tooling, and playbooks and by partnering cross‑functionally to surface patterns, influence product priorities, and raise overall readiness.
•Participate in on-call rotations as part of our global support model.

Key Requirements

•BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a similar life-science field; strong preference
•5+ years of experience in IT, support engineering, product support, or related fields
•Experience supporting enterprise customers, ideally in global pharma/biotech
•Empathy for scientists and ability to map scientific workflows to product behavior and troubleshooting
•Proven ownership of enterprise escalations and multi-party issues from triage through closure

Experience:5+ yearsBiotechLife sciencesSaaSAIBiopharma

Education:

Skills:EmpathyCommunicationProblem-solvingStakeholder managementMentorship

Tech Stack:APIsSAMLOIDCDNSTLSFirewallsLogs

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