Product Support Analyst
$73,000–$90,000 year
Hybrid · Boston, Massachusetts, United States
Job Summary
Role focuses on being the first line for inbound product questions and issue resolution for Benchling's global customer base. You will become a product expert, troubleshoot support tickets, create/update knowledge articles, collaborate with internal teams to resolve issues, document evolving product knowledge, deliver occasional trainings or events, and lead internal Support projects to improve customer experience. We hire across multiple levels, with opportunities for both Level 1 and more senior technical/industry-expertise roles. The position operates in a flexible hybrid arrangement requiring on-site presence 3 days per week in Boston, MA. Emphasis on life sciences domain understanding, customer empathy, strong communication, and the ability to drive impact through AI-enabled workflows within biotech R&D environments.
Required Qualifications
- BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required
- Experience in a lab or research setting
- Experience in a customer-focused role (job or internship)
- Strong communication skills (verbal and written)
- Ability to balance multiple requests and manage time effectively
- Autonomous and proactive work style
- Willingness to participate in AI-focused exercises/discussions as part of interview process
Desired Qualifications
- BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics or related life sciences fields
- Experience in a lab or research setting
- Experience in a customer-focused role
- Strong communication skills (verbal and written)
- Experience delivering trainings or presentations
- Interest in AI-enabled biotech workflows
- Ability to collaborate with cross-functional teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, Sales)
- Comfort with troubleshooting and resolving complex product questions
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