Technical Support Specialist

ROLE OVERVIEW

Benchling is building a world-class Customer Experience organization to drive the rollout and adoption of our solutions across our rapidly growing customer base. The Technical Product Specialist (TPS) plays a key role on the team supporting both our Customer Success and Implementation teams, as well as directly supporting our customers as they leverage Benchling to transform how their research teams work together.
The TPS role will work within the Support Organization to solve issues which require a deeper understanding of Benchling’s platform and core technologies at a Tier 2/3 level. And they coordinate with our Engineering team, particularly in cases where our clients have urgent time-critical needs.
To be successful in this role, you must have the ability to develop a deep understanding of the Benchling products at both a functional and technical level. You must also be able to talk to our customers to understand their science, their R&D processes, and how they use Benchling to address their needs. You will leverage this knowledge to build and nurture relationships with our users, and ensure they get the most out of their Benchling investments.
You will be responsible for inbound product questions and issues from our academic and premium users, and will work with teams throughout Benchling to ensure they are followed through to resolution. Your work will vary from day to day, including interfacing via chat or email with a user to solve a problem, analyzing bugs and proposing solutions, creating tools to help make our support teams more efficient, going onsite with the Implementation Team to support testing, and working with the Training team to develop new materials.
If you are passionate about Life Sciences, looking for an opportunity to join a cutting edge software company who is enabling transformational changes in R&D processes, and willing to roll up your sleeves and do whatever it takes to make our customers and users successful, this is the role for you.

• Develop deep knowledge of our products and our customers, including industry segments, the types of research they perform, and how their science is performed in Benchling
• Be the first line contact for technical client questions and issues, work with the appropriate internal teams (e.g. engineering, product management, customer success), to solve problems and guide them through to resolution
• Work with other Benchling Product Specialists and Technical Product Specialists to identify root causes of issues, offer workarounds when possible, and present analysis and data to our Engineering teams when needed
• Resolve system and data issues which immediately impact customers
• Plan and develop processes and tools to improve efficiencies for our Customer Experience teams
• Provide clear written documentation for a variety of user communications including direct user questions, internal research, FAQ/knowledge content, and others
• Partner with our Training team to develop and optimize training programs including web-based and video collateral
• Support the Customer Success and Professional Services teams in a wide variety of user facing activities

Scientific and Technical Knowledge

• B.S. or M.Sc. in bioinformatics, bioengineering or similar technically-focused life science field
• +1 years of experience in a lab or research setting is highly preferred as you must be able to quickly understand complicated scientific concepts and empathize with scientists
• Experience writing and debugging in a coding language such as SQL, JavaScript, R, or Python. Ideally with working experience to draw upon
• Experience performing root-cause analyses to appropriately triage and/or resolve back-end issues
• Experience in leveraging API endpoints to extend software for complex workflows

Industry Experience

• Direct experience working with complex software in the life sciences R&D space
• 1-2 years experience with LIMS, ELN, or other link relevant scientific/informatics data management software (preferred).

Leadership Principles

• Demonstrates the ability to solve complex technical problems and clearly articulate solutions to customers
• Demonstrates productive influences over peers and team with the ability to hold teams accountable
• Flexible, able to successfully navigate through ambiguity
• Able to learn complex processes and technical tools quickly and thoroughly
• Exceptional organization and obsessive detail orientation
• Committed to a culture of continuous improvement, regularly seeking feedback about individual and departmental performance
• Willingness to embrace the complexity of our customers’ work, invest in building meaningful customer relationships, and obsess over what you can do to make customers successful

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