Product Support Analyst

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 200000 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.

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.

• 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 expertisereproduce issues analyze logs and API behavior validate workarounds and clearly articulate risk impact and next steps for customers and stakeholders.

• Troubleshoot across layers—application integrationsAPIs 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 (including weekend/alternate shifts) as part of our global support model.

   

• 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 tense 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.

• Hands-on proactive able to dive into logs APIs SSO/SAML/ flows and network fundamentals (DNS proxies firewalls) to guide investigations and 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.

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. 

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 #LI-TD1

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.

What We Do

Biotechnology is rewriting life as we know it from the medicines we take to the crops we grow and the household goods that we rely on every day. But moving at the new speed of science requires better technology. Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products. Help us bring modern software to modern science. We’re on Team Science We believe in the promise of science and the teamwork required to fulfill that promise. Whether your background is in science engineering business or another field you’re on Team Science if you believe in the power of science to solve the world’s most pressing problems.

Why Work With Us

Everyday at Benchling you’re surrounded by talented people who are really excited about the work they’re doing and the impact they’re having. It’s truly uplifting to work on a product that you can believe in and to work alongside colleagues who are energized by the shared vision of a future with less disease and greater sustainability.

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