Product Support Analyst

Benchling•San Francisco, CA

2d•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit
Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering; experience influencing prioritization with incident data.
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.

Responsibilities

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 expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and clearly articulate risk, impact, and next steps for customers and stakeholders.
Troubleshoot across layers—application, integrations, APIs, 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.