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Product Support Analyst

Benchling· Customer Experience
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Hybrid (Boston, MA)Full-timePosted 3mo ago

About the role

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions. The Product Support Analyst provides first-line product support to global customers, develops product expertise, collaborates with internal teams, and contributes to knowledge base and customer trainings.

Responsibilities

  • Be the first line contact to answer product questions and resolve issues for all customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for a global customer base
  • Become a Benchling product expert. Leverage this knowledge to assist users through troubleshooting and to create/update internal/external knowledge articles
  • Collaborate with 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 customer experience

Qualifications

  • BS or M.Sc in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field
  • Experience in a lab or research setting
  • Experience in a customer-focused role (job or internship)
  • Strong verbal and written communication skills
  • Strong organization and time management skills
  • Empathy and diplomacy with customers
  • Autonomous and proactive, self-starter in a rapidly changing environment

Skills

Required:Biology or life sciences knowledgeCustomer supportCommunicationProblem solving / troubleshooting
Nice to have:Training delivery

Benefits

  • Full-time U.S. benefits including equity, health, dental, vision, 401(k)+ employer match, wellness, commuter, and more
Last updated Sep 10, 2026. Interested? Apply on the company site.
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About Benchling

Cloud-based platform for biotech R&D | Benchling

Benchling is a cloud-based platform for biotechnology research and development and the only biology-first platform for scientific data, collaboration, and insights.

BioresearchBioprocessIn VivoConnectGene therapyCell therapyAntibodies and proteinsRNA therapeutics
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