AI-Driven Biotech Support Analyst

Benchling, Inc.; San Francisco (CA); Hybrid; USD 70,000 - 110,000; Full time

Job summary

Benchling, Inc. is building an AI-enabled platform for biotech R&D and seeks a Product Support Analyst for its Customer Experience team. You will become a product expert, resolve inbound questions, and collaborate with internal teams to elevate support quality.

If you are passionate about life sciences and have strong communication skills, you will thrive in our hybrid roles, helping scientists leverage Benchling to design experiments and capture data across AI-driven workflows.

Qualifications

• BS or MSc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates.
• 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 are an excellent verbal and written communicator.
• Strong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively.
• Empathy and Diplomacy. You always put customers first. You can empathize with our customers and provide solutions to elevate their experience.
• Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.

Responsibilities

• Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard).
• Become a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.
• 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

Skills

Customer communication

Empathy

Strong written and verbal

Organization

Autonomy

Time management

Education

BS or MSc in Biology or related life science

Job description

Benchling, Inc. is building an AI-enabled platform for biotech R&D and seeks a Product Support Analyst for its Customer Experience team. You will become a product expert, resolve inbound questions, and collaborate with internal teams to elevate support quality.

If you are passionate about life sciences and have strong communication skills, you will thrive in our hybrid roles, helping scientists leverage Benchling to design experiments and capture data across AI-driven workflows.