Product Support Analyst Job at Benchling, San Francisco, CA

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  • Benchling
  • San Francisco, CA

Job Description

Benchling seeks a Product Support Analyst to serve as the first point of contact for customer inquiries and technical issues. The role involves troubleshooting, product expertise development, knowledge base management, and cross-team collaboration to support scientists globally using Benchling's AI-powered R&D platform.

Responsibilities

  • Serve as first-line contact for inbound product questions and technical issues from global customers
  • Troubleshoot and resolve customer support tickets across web, chat, and email channels
  • Create and maintain internal and external knowledge articles reflecting product changes
  • Coordinate with internal teams including Product, Technical Account Managers, and Professional Services to resolve customer issues
  • Deliver occasional customer trainings and support marketing events such as bootcamps and webinars

Requirements

  • Bachelor's or Master's degree in biology, molecular biology, biochemistry, genetics, bioengineering, bioinformatics, or related life science field
  • Lab or research experience; ability to empathize with scientist workflows and pain points
  • Strong product knowledge development and troubleshooting skills
  • Ability to communicate complex technical concepts clearly across multiple channels
  • Proficiency with AI tools and willingness to integrate AI into daily problem-solving
  • Capability to work collaboratively across internal teams and customer success functions

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