Product Support Analyst
$73,000–$90,000 year
HybridBoston, Massachusetts, United States
Job Summary
Answer product questions and resolve issues for global customers across Enterprise, Premier, and Standard tiers while deeply understanding scientist pain points. Become a Benchling product expert to assist users through troubleshooting tickets and create or update internal and external knowledge articles. Collaborate with internal teams including Build, Product, and Technical Account Managers to coordinate on customer requests. Occasionally deliver in-person or virtual trainings for customers and marketing events such as Benchling Bootcamps. Participate in and lead internal Support projects to continuously improve processes and elevate the customer experience. This role requires a BS or M.Sc. in a life science field and experience in a lab or research setting. Employees work a flexible hybrid schedule with three days per week in-office.
Required Qualifications
- BS or M.Sc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
- Experience in a lab or research setting
- Experience in a customer focused role (job or internship)
- Strong communication skills
- Strong organization and time management skills
- Empathy and Diplomacy
- Autonomous and proactive
- Ability to be on-site 3 days per week (Monday, Tuesday, and Thursday)
Desired Qualifications
- Experience managing complex, multi-party issues involving customer IT and scientific teams
- Communicating credibly about network, firewall, API and security topics
- Navigating ambiguity, escalations, and long-running investigations with ownership and accountability
- Troubleshooting across multiple layers — product, system, and technical infrastructure
- Engaging confidently in customer-facing calls, including with Enterprise IT stakeholders
- Relevant industry or technical fluency in areas like Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering
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