Benchling

Benchling

Product Support Analyst

San Francisco, CA · Senior · Internship

Sponsorship not specifiedDetected 89 days ago
Agentic AICustomer SuccessCustomer SupportFirewallBioinformaticsMolecular BiologyResearchCommunicationTime Management

About the role

  • Your primary responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base.

Responsibilities

  • Become a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.
  • Collaborate with our internal teams to coordinate on customer issues through resolution
  • Document continuously changing product knowledge in internal help articles
  • Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer's Support experience
  • Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base.

Requirements

  • BS or M.Sc. 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).
  • You are an excellent verbal and written communicator.
  • You can quickly evaluate a customer's question or concern, apply or source knowledge and provide an impactful solution or response.
  • You have the skills to balance competing requests and can prioritize them effectively.
  • You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions.
  • Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.
  • If you have experience in any of the following areas, please highlight it in your application:
  • BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates.
  • Experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.
  • Strong communication skills. You are an excellent verbal and written communicator. You can quickly evaluate a customer's question or concern, apply or source knowledge and provide an impactful solution or response.
  • Strong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively.
  • Empathy and Diplomacy. You always put customers first. You can empathize with our customers and provide solutions to elevate their experience. You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions.
  • Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.
  • Managing complex, multi-party issues involving customer IT and scientific teams
  • Communicating credibly about network, firewall, API and security topics
  • Navigating ambiguity, escalations, and long-running investigations with ownership and accountability
  • Troubleshooting across multiple layers - product, system, and technical infrastructure

Skills

  • 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.

Company info

  • Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base
  • Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc)
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This listing is sourced directly from Benchling's careers page and normalized into a canonical job model.