Product Support Analyst

Join Benchling, a cutting-edge software company transforming R&D in the life sciences. As a senior-level Product Support Analyst, you will play a key role in supporting our customers and internal teams, driving resolutions for complex issues, and leading enterprise escalations. You will have the opportunity to make a significant impact on our customers and products while working in a fast-paced and dynamic environment.

• Assumer la responsabilité de la résolution des problèmes complexes liés aux produits, en coordonnant les parties prenantes internes et externes.
• Diriger les escalades d'entreprise, en établissant une communication claire et en assurant le suivi des problèmes jusqu'à leur résolution.
• Mentorer et former les membres de l'équipe, en partageant vos connaissances et en contribuant à l'amélioration continue du support.
• Hands-on, proactive, able to dive into logs, APIs, SSO/SAML/ flows, and network fundamentals (DNS, proxies, firewalls) to guide investigations and next steps
• Experience supporting enterprise customers, ideally global pharma/biotech
• Nice to have: Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering; experience influencing prioritization with incident data
• BS or <M.Sc>. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, strongly preferred
• Proven ownership of enterprise escalations and complex, multi‑party issues (customer IT/security + scientific users), from triage through closure and prevention
• Stakeholder management and diplomacy. Aligns internal owners and external stakeholders, sets realistic expectations, and sustains trust through transparent updates
• Preferred: Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit
• 5+ years of experience in IT, support engineering, product support, or similar
• 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
• Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting
• Candidates who bring strong escalation leadership and executive presence are encouraged to apply, even if not meeting every listed qualification
• Navigating ambiguity, escalations, and long‑running investigations with clear ownership and accountability
• Managing complex, multi‑party issues
• 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