Product Support Analyst
Benchling · San Francisco, CA
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Role summary
Benchling seeks a Product Support Analyst to serve as the first point of contact for customer inquiries and technical issues. The role involves troubleshooting, product expertise development, knowledge base management, and cross-team collaboration to support scientists globally using Benchling's AI-powered R&D platform.
What they're looking for
- Bachelor's or Master's degree in biology, molecular biology, biochemistry, genetics, bioengineering, bioinformatics, or related life science field
- Lab or research experience; ability to empathize with scientist workflows and pain points
- Strong product knowledge development and troubleshooting skills
- Ability to communicate complex technical concepts clearly across multiple channels
- Proficiency with AI tools and willingness to integrate AI into daily problem-solving
- Capability to work collaboratively across internal teams and customer success functions
What you'll be doing
- Serve as first-line contact for inbound product questions and technical issues from global customers
- Troubleshoot and resolve customer support tickets across web, chat, and email channels
- Create and maintain internal and external knowledge articles reflecting product changes
- Coordinate with internal teams including Product, Technical Account Managers, and Professional Services to resolve customer issues
- Deliver occasional customer trainings and support marketing events such as bootcamps and webinars
Privacy & handoff
This role links to Benchling's own application system. RoleLantern records your interest and checks the link, but the application happens on the employer's site and status updates may not come back to us. Clicking apply does not mark you as applied automatically.