Biotech Product Support Analyst (AI-Driven)

Benchling; San Francisco (CA); Hybrid; USD 73,000 - 90,000; Full time

Job summary

Benchling, a biotech AI platform company, is hiring a Product Support Analyst to help customers and internal teams use Benchling effectively. You will respond to inquiries, troubleshoot issues, and expand knowledge bases to improve support.

The role targets candidates across multiple levels with emphasis on understanding scientific workflows and customer pain points. We offer a flexible hybrid work arrangement with on-site collaboration three days a week, and the compensation range reflects San

Qualifications

• Experience in a lab or research setting.
• Strong written and verbal communication skills.
• Proven ability to manage multiple requests and priorities.

Responsibilities

• Be the first line contact to answer product questions and resolve issues for all customers.
• Become a Benchling product expert and assist users through troubleshooting and knowledge articles.
• Collaborate with internal teams to coordinate on customer issues until resolution.
• Document product knowledge in internal help articles.
• Deliver trainings for customers and marketing events when needed.
• Lead internal support projects to improve processes and customer experience.

Skills

Lab experience

Customer focus

Communication

Time management

Empathy

Autonomy

Education

Biology degree (BS/MS)

Tools

Job description

Benchling, a biotech AI platform company, is hiring a Product Support Analyst to help customers and internal teams use Benchling effectively. You will respond to inquiries, troubleshoot issues, and expand knowledge bases to improve support.

The role targets candidates across multiple levels with emphasis on understanding scientific workflows and customer pain points. We offer a flexible hybrid work arrangement with on-site collaboration three days a week, and the compensation range reflects San