Product Support Analyst

Job description

We are rebuilding biotech for the AI era. When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done. Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma. We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today. ROLE OVERVIEW Benchling is building a world-class Customer Experience organization to drive adoption of our solutions across our rapidly growing customer base. As a senior-level Product Support Analyst, you play a key role supporting our customers and internal teams as they use Benchling to transform their team's work together. To succeed, you quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You use this knowledge to own and drive resolutions for our most complex issues, including those involving customer IT, security, and scientific teams, coordinating cross-functional stakeholders (Engineering, Product, Technical Account Managers, Customer Success, Professional Services, and Sales). You lead or co-lead enterprise escalations as they arise, establishing clear ownership, cadence, and communication to restore outcomes and customer confidence. If you are passionate about life sciences, eager to join a cutting-edge software company transforming R&D, and motivated to lead high-stakes escalations with clarity, credibility, and calm, this role offers the chance to make an outsized impact for our customers and products. 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. QUALIFICATIONS - 5+ years of experience in IT, support engineering, product support, or similar. - Experience supporting enterprise customers, ideally global pharma/biotech. - BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, strongly preferred. - 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), from triage through closure and prevention. - Executive‑caliber communication. Exceptional written and verbal skills; comfortable leading high-stakes calls, writing succinct leadership updates, and translating technical detail into business impact. - Strong prioritization and decision‑making under ambiguity; ability to establish clear roles, timelines, and communication cadence in fast‑changing situations - Stakeholder management and diplomacy. Aligns internal owners and external stakeholders, sets realistic expectations, and sustains trust through transparent updates - Proven ability to roll up your sleeves and independently investigate across application logs, APIs, SSO/SAML flows, and network fundamentals (DNS, proxies, firewalls) to drive investigations forward and guide clear next steps - Preferred: Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit - Nice to have: Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering; experience influencing prioritization with incident data - Nice to have: Multilingual skills are advantageous for supporting our diverse EMEA customer base Candidates who bring strong escalation leadership and executive presence are encouraged to apply, even if not meeting every listed qualification. Please highlight experience in: - Managing complex, multi‑party issues. - Navigating ambiguity, escalations, and long‑running investigations with clear ownership and accountability. - Troubleshooting across multiple layers—application, integrations/APIs, data, identity/SSO, and network/infrastructure - Engaging confidently in customer‑facing calls, including with Enterprise IT and leadership. HOW WE WORK We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday). #LI-Hybrid #BI-Hybrid Benchling welcomes everyone. We believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. We are an equal opportunity employer. That means we don’t discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable federal, state and local law, including but not limited to the San Francisco Fair Chance Ordinance.