Product Support Analyst

Benchling is hiring a Product Support Analyst to be first-line contact for inbound product questions and troubleshooting for a global biotech customer base via web form, chat, or email. The role requires a life sciences degree and lab/research experience, is suited to recent graduates, and is a hybrid Boston position with on-site work three days per week.

• Answer inbound product questions and resolve issues for Enterprise, Premier, and Standard customers
• Troubleshoot customer support tickets and create/update internal and external knowledge articles
• Coordinate customer issues with Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales
• Document changing product knowledge in internal help articles
• Deliver occasional in-person or virtual customer trainings and marketing events
• Participate in and lead internal Support projects to improve processes

• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
• Experience in a lab or research setting
• Experience in a customer-focused role (job or internship)
• Strong verbal and written communication skills
• Strong organization and time management skills
• Empathy and diplomacy with customer-first approach
• Autonomous and proactive self-starter
• Ability to work in a rapidly changing environment