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.
- 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.
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.
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).
- 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.
experience in IT, support engineering, product support, or similar. -
Experience supporting enterprise customers, ideally global pharma/biotech.
- Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting.
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. - Preferred:
Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit - Nice to have: Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering;
experience in: - 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.
Experience
QUALIFICATIONS - 5+ years of
Benefits
We are an equal opportunity employer.
Contact
- BS or M.Sc http://M.Sc.
Additional details
Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps.
Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma.
ROLE OVERVIEW 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.
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.
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.
- 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.