Product Support Analyst - Enterprise

Biotechnology is rewriting life as we know it, from the medicines we take, to the crops we grow, the materials we wear, and the household goods that we rely on every day. But moving at the new speed of science requires better technology.

Benchling’s mission is to unlock the power of biotechnology. The world’s most innovative biotech companies use Benchling’s R&D Cloud to power the development of breakthrough products and accelerate time to milestone and market. 

Come help us bring modern software to modern science.

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.

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). 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. Bring empathy for scientists and strong product judgment to resolve cases efficiently while meeting high SLA/SLO and quality standards.
• Operate with autonomy. 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.
• Apply deep product expertise,reproduce issues, analyze logs and API behavior, validate workarounds, and clearly articulate risk, impact, and next steps for customers and stakeholders.
• 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.
• Document and share knowledge by updating external articles and internal runbooks, decision logs, and templates so learnings improve future response and prevention.
• 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.
• Continuously improve support by leading scoped projects that streamline triage, tooling, and playbooks and by partnering cross‑functionally to surface patterns, influence product priorities, and raise overall readiness.
• Participate in on-call rotations (including weekend/alternate shifts) as part of our global support model.

Qualifications

• 5+ years of experience in IT, support engineering, product support, or similar.
• Experience supporting enterprise customers, ideally global pharma/biotech.
• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering,  Bioinformatics, or similar life science field, strongly preferred. 
• Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting.
• Proven ownership of enterprise escalations and complex, multi‑party issues (customer IT/security + scientific users), from triage through closure and prevention.
• Executive‑caliber communication. Exceptional written and verbal skills; comfortable leading tense calls, writing succinct leadership updates, and translating technical detail into business impact. 
• Strong prioritization and decision‑making under ambiguity; ability to establish clear roles, timelines, and communication cadence in fast‑changing situations. 
• Stakeholder management and diplomacy. Aligns internal owners and external stakeholders, sets realistic expectations, and sustains trust through transparent updates.
• Hands-on, proactive, able to dive into logs, APIs, SSO/SAML/ flows, and network fundamentals (DNS, proxies, firewalls) to guide investigations and 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 influencing prioritization with incident data.

Candidates who bring strong escalation leadership and executive presence are encouraged to apply,even if not meeting every listed qualification. Please highlight 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.

How We Work

Flexible Hybrid Work: We offer a flexible hybrid work arrangement that prioritizes in-office collaboration. Employees are expected to be on-site 3 days per week (Monday, Tuesday, and Thursday.)

Salary Range

Benchling takes a market-based approach to pay.  The candidate's starting pay will be determined based on job-related skills, experience, qualifications, interview performance, and work location. For this role the base salary range is $95,170 to $125,000.

To help you determine which zone applies to your location, please see this resource. If you have questions regarding a specific location's zone designation, please contact a recruiter for additional information.

Total Compensation Includes The Following:

• Competitive salary and equity
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries

#Li-Hybrid #Bi-Hybrid #Li-Td1

Benchling Welcomes Everyone.

We Believe Diversity Enriches Our Team So We Hire People With A Wide Range Of Identities, Backgrounds, And Experiences. We Are An Equal Opportunity Employer. That Means We Don’T Discriminate On The Basis Of Race, Religion, Color, National Origin, Gender, Sexual Orientation, Age, Marital Status, Veteran Status, Or Disability Status. We Also Consider For Employment Qualified Applicants With Arrest And Conviction Records, Consistent With Applicable Federal, State And Local Law, Including But Not Limited To The San Francisco Fair Chance Ordinance.

Please be aware that Benchling will never request personal information, payment, or sensitive details outside of Greenhouse or via email. All official communications will come from an @benchling.com email address or from an approved vendor alias. If you are contacted by someone claiming to represent Benchling and are unsure of their legitimacy, please reach out to us at recruiting-fraud-alert@benchling.com to verify the communication.