Benchling

3 months ago

Product Support Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Senior-level product support role in Benchling’s Customer Experience team, owning complex escalations across IT, security, and scientific users. You will coordinate cross-functional stakeholders, reproduce issues, analyze APIs and logs, and drive high-impact resolutions for enterprise customers in biotech/R&D environments.

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Serve as a senior point of contact for day‑to‑day product questions and complex issues across web, email, and chat, resolving cases efficiently while meeting high SLA/SLO and quality standards.
•Lead enterprise escalations, coordinating multi‑party investigations (Product/Engineering, Build, Security, CX, Sales) and customer IT teams, with executive-level communication and clear ownership.
•Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and articulate risk and next steps for customers and stakeholders.
•Troubleshoot across layers—applications, integrations, APIs, identity/SSO, data flows, and network fundamentals (DNS, TLS, proxies, firewalls)—pulling in SMEs as needed.
•Mentor and uplevel the team, contribute enablement content, and drive improvements in triage, tooling, and playbooks to raise readiness

Pay and Benefits

Salary: USD 90,000 - 120,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•5+ years of experience in IT, support engineering, product support, or similar
•Experience supporting enterprise customers, ideally global pharma/biotech
•BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
•Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting
•Proven ownership of enterprise escalations and complex, multi‑party issues (customer IT/security + scientific users)

Experience:5+ yearsBiotechLife sciencesPharma

Education:Master's in Biology, Life Sciences

Skills:CommunicationProblem-solvingLeadershipStakeholder managementExecutive presence

Tech Stack:APIsDNSTLSSSOSAMLOIDCLogsProxiesFirewallsDiagnostics

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 months ago

Product Support Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Serve as a senior point of contact for day‑to‑day product questions and complex issues across web, email, and chat, resolving cases efficiently while meeting high SLA/SLO and quality standards.
•Lead enterprise escalations, coordinating multi‑party investigations (Product/Engineering, Build, Security, CX, Sales) and customer IT teams, with executive-level communication and clear ownership.
•Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and articulate risk and next steps for customers and stakeholders.
•Troubleshoot across layers—applications, integrations, APIs, identity/SSO, data flows, and network fundamentals (DNS, TLS, proxies, firewalls)—pulling in SMEs as needed.
•Mentor and uplevel the team, contribute enablement content, and drive improvements in triage, tooling, and playbooks to raise readiness

Pay and Benefits

Salary: USD 90,000 - 120,000 annually

Equity and Bonus:Equity

Perks:Equity

Key Requirements

•5+ years of experience in IT, support engineering, product support, or similar
•Experience supporting enterprise customers, ideally global pharma/biotech
•BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
•Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting
•Proven ownership of enterprise escalations and complex, multi‑party issues (customer IT/security + scientific users)

Experience:5+ yearsBiotechLife sciencesPharma

Education:Master's in Biology, Life Sciences

Skills:CommunicationProblem-solvingLeadershipStakeholder managementExecutive presence

Tech Stack:APIsDNSTLSSSOSAMLOIDCLogsProxiesFirewallsDiagnostics

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