Hiring: Product Support Analyst Company: Benchling Location: Boston, MA Job Posted Time: 2026-09-03 14:48:46 Employment Type: Internship / Hybrid Target Skills & Keywords : R About the job Required Skills: •Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together. •If you are passionate about Life Sciences, looking for an opportunity to join a cutting edge software company who is enabling transformational changes in R&D processes, and willing to roll up your sleeves and do whatever it takes to make our customers and users successful, this is the role for you. •Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base •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. •Partner cross-functionally 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 •Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience Qualifications: •Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates. •Strong communication skills. You are an excellent verbal and written communicator. You can quickly evaluate a customer’s question or concern, apply or source knowledge and provide an impactful solution or response. •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. You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions. •Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment. •Managing complex, multi-party issues involving customer IT and scientific teams •Communicating credibly about network, firewall, API and security topics •Navigating ambiguity, escalations, and long-running investigations with ownership and accountability •Troubleshooting across multiple layers — product, system, and technical infrastructure •Engaging confidently in customer-facing calls, including with Enterprise IT stakeholders Compensation: •$73,000 - $90,000 / year Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!