ROLE OVERVIEWBenchling 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 WORKWe 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).
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