Senior Product Support Analyst — Enterprise Escalations

Benchling; Zürich; Hybrid; CHF 90.000 - 120.000; Vollzeit

Zusammenfassung

Benchling is seeking a Senior Product Support Analyst in Zürich, Switzerland, to ensure successful product use and resolve complex issues. You will lead enterprise escalations, mentor the team, and continuously improve support processes. Strong experience in IT or product support, especially within biotech or pharma, is required.

This position offers a flexible hybrid work arrangement with an emphasis on in-office collaboration three days per week. Candidates passionate about life sciences and problem-solving are encouraged to apply!

Qualifikationen

• 5+ years of experience in IT or product support.
• Experience supporting enterprise customers, ideally global pharma/biotech.
• Strong prioritization and decision-making under ambiguity.

Aufgaben

• Serve as a senior point of contact for day-to-day product questions.
• Lead enterprise escalations and multi-party investigations.
• Document and share knowledge to improve future responses.

Kenntnisse

IT support

Product support

Communication skills

Stakeholder management

Troubleshooting

Ausbildung

BS or M.Sc. in Biology or related field

Jobbeschreibung

Benchling is seeking a Senior Product Support Analyst in Zürich, Switzerland, to ensure successful product use and resolve complex issues. You will lead enterprise escalations, mentor the team, and continuously improve support processes. Strong experience in IT or product support, especially within biotech or pharma, is required.

This position offers a flexible hybrid work arrangement with an emphasis on in-office collaboration three days per week. Candidates passionate about life sciences and problem-solving are encouraged to apply!