customer support
Posted Jun 4Product Support Analyst
at Benchling
Zurich, SwitzerlandHybrid
Responsibilities
- 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.
- 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 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. - BS or M.Sc.
- - 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 - Proven ability to roll up your sleeves and independently investigate across application logs, APIs, SSO/SAML flows, and network fundamentals (DNS, proxies, firewalls) to drive investigations forward and guide clear 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.
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.
- We can’t do that if we haven’t built the muscle ourselves.
- Feel free to reference any tools, platforms, or workflows you use today.
- 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.