customer support
Posted 1 weeks agoProduct Support Analyst
at Benchling
Boston, United StatesHybrid
Responsibilities
- - 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
- responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base.
Requirements
- We are rebuilding biotech for the AI era.
- 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.
- Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows.
- We’re building an AI scientist for our customers.
- AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day.
- As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role.
- 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.
- QUALIFICATIONS - 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. You empathize with scientists and can quickly understand complicated scientific concepts. -
- Experience in a customer focused role (job or internship). - Strong communication skills.
- You have the skills to balance competing requests and can prioritize them effectively. - Empathy and Diplomacy.
- Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.
- experience in any of the following areas, please highlight it in your application: - 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