产品支持分析师
Product Support Analyst
我们正在为人工智能时代重塑生物科技。
当突破被延迟，世界就会等待。将一种分子从发现到患者，或一种作物从实验室到田间，需要数千个缓慢、手动、脱节的步骤。人工智能有潜力改变这一现状，将数十年的研发工作压缩到几年内。但只有当干净、结构化的科学数据和人工智能被融入科学研究的方式中，这种改变才会发生。
Benchling 是生物技术研究与开发的人工智能平台。科学家使用 Benchling 来设计实验、捕获结构化数据，并在他们的工作流程中直接运行 AI 代理和模型。全球超过 20 万名科学家信任 Benchling 来支持他们最重要的工作，从学术实验室到赛诺菲、Moderna，以及世界上前 50 强生物制药公司的半数以上。
我们正在为客户打造一个 AI 科学家。如果我们自己没有建立这种能力，就无法做到这一点。AI 熟练度是我们构建的基础；它是我们工作方式的核心，我们致力于帮助每一位新员工将其融入日常工作中。作为面试流程的一部分，您需要完成一个简短的 AI 相关练习或讨论，以便我们了解您如何思考并利用 AI 在您的工作中产生影响。欢迎参考您目前使用的任何工具、平台或工作流程。
职位概述
Benchling 正在建设一个世界级的客户体验团队，以推动我们快速增长的客户群对我们的解决方案的采用。产品支持分析师在团队中扮演关键角色，支持我们的客户以及内部 Benchling 团队在使用 Benchling 改变团队协作方式时的需求。
要在这个职位上取得成功，您必须具备快速深入了解我们的产品、客户、他们的科学工作以及他们的研发流程的能力。您将利用这些知识，为客户提供及时且高质量的支持。您的主要职责包括作为所有产品问题的首要联系人，为我们的全球客户解决各种问题。您将通过我们的多渠道平台（网页表单、聊天或邮件）帮助数百名客户解决问题，与我们的内部团队（开发、产品、技术客户经理、客户成功、专业服务和销售）协调客户请求，更新内部和外部的知识文章，偶尔提供客户培训/营销活动，并参与和领导内部支持项目。
查看英文原文
We are rebuilding biotech for the AI era.
When a breakthrough is delayed, the world waits. Getting a molecule from discovery to patients, or a crop from lab to field, involves thousands of slow, manual, disconnected steps. AI has the potential to change this, compressing decades of R&D work into years. But that only happens when clean, structured scientific data and AI are built into how science gets done.
Benchling is the AI platform for biotech R&D. Scientists use Benchling to design experiments, capture structured data, and run AI agents and models directly in their workflows. Over 200,000 scientists around the world trust Benchling to power their most important work, from academic labs to Sanofi, Moderna, and more than half of the world's top 50 biopharma.
We’re building an AI scientist for our customers. We can’t do that if we haven’t built the muscle ourselves. AI fluency is the foundation we build on; it's core to how we work, and we're committed to helping every new hire integrate it into their day-to-day. As part of our interview process, you'll complete a brief AI-focused exercise or discussion so we can understand how you think about and use AI to drive impact in your role. Feel free to reference any tools, platforms, or workflows you use today.
ROLE OVERVIEW
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.
To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to deliver timely and quality help to our customers. Your primary responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base. You will help empower our customers by solving hundreds of interactions through our multi-channel platform (web form, chat or email), coordinating on customer requests with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services, and Sales), updating internal and external knowledge articles, provide occasional customer trainings/marketing events and by participating in and leading internal Support projects to elevate our customer’s experience.
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.
RESPONSIBILITIES
- 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.
- Collaborate 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 (Benchling Bootcamps, Benchtalk, etc)
- Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience
QUALIFICATIONS
- BS or M.Sc http://M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates.
- Experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.
- Experience in a customer focused role (job or internship).
- 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.
We are hiring for multiple levels within our Product Support team. While this role primarily targets candidates ready to provide exceptional Level 1 support, we’re also considering applicants with deeper technical or industry expertise for a more senior role. If you have experience in any of the following areas, please highlight it in your application:
- 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
- Bringing relevant industry or technical fluency in areas like Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering
We encourage you to apply even if you’re unsure where your experience fits — we’re excited to meet strong candidates at different levels.
HOW WE 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).
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#BI-Hybrid
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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.