Product Support Analyst

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

Own first-line support for Benchling customers, answering product questions and troubleshooting issues across a global multi-channel platform. Become a Benchling product expert by applying your understanding of scientists, their workflows, and R&D processes. Coordinate resolutions with internal teams, continuously update help articles, and occasionally deliver virtual/in-person trainings and support process improvement projects.

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FursaFursa
Benchling
Benchling
23 hours ago

Product Support Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 4 months ago

Job Summary

Own first-line support for Benchling customers, answering product questions and troubleshooting issues across a global multi-channel platform. Become a Benchling product expert by applying your understanding of scientists, their workflows, and R&D processes. Coordinate resolutions with internal teams, continuously update help articles, and occasionally deliver virtual/in-person trainings and support process improvement projects.
Location: San Francisco
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 customers across support tiers while understanding scientist pain points.
  • •Become a Benchling product expert to troubleshoot tickets and create/update internal and external knowledge articles.
  • •Collaborate with internal teams to coordinate and drive customer issue resolution.
  • •Continuously document changing product knowledge in help articles.
  • •Occasionally deliver customer trainings and marketing events, and participate in or lead internal Support projects to improve the customer experience.

Pay and Benefits

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

Key Requirements

  • •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 with the ability to understand scientific concepts.
  • •Experience in a customer-focused role (job or internship).
  • •Strong verbal and written communication skills to evaluate customer questions and provide impactful solutions.
  • •Strong organization and time management skills to balance competing requests and prioritize effectively.
Experience:Life sciencesBiotechR&DCustomer support
Education:Bachelor's
Skills:CommunicationOrganizationTime managementEmpathyDiplomacy
Tech Stack:APINetworkFirewallSecurity

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
WebsiteLinkedInGlassdoor