Product Support Analyst - Enterprise

Benchling • Boston, MA

94d • $73,170 - $89,430 • Hybrid

About The Position

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together. To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to deliver timely and quality help to our customers. Your primary responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base. You will help empower our customers by solving hundreds of interactions through our multi-channel platform (web form, chat or email), coordinating on customer requests with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales), updating internal and external knowledge articles, provide occasional customer trainings/marketing events and by participating in and leading internal Support projects to elevate our customer's experience.

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).
• Strong communication skills.
• Strong organization and time management skills.
• Empathy and Diplomacy.
• Autonomous and proactive.

Nice To Haves

• 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
• Engaging confidently in customer-facing calls, including with Enterprise IT stakeholders
• Bringing relevant industry or technical fluency in areas like Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering

Responsibilities

• 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
• 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
• Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc)
• Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer's Support experience
• Willingness to participate in a scheduled weekend on-call rotation and alternate shifts to support our global customer base.

Benefits

• Competitive salary and equity
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees