Benchling
Product Support Analyst
$73K–$90K
Boston, MA · Hybrid · Full-time · Posted Jul 21, 2026
- Experience
- No specific number of years stated; the role is suitable for recent graduates. Lab or research setting and customer-focused role experience required.
- Education
- BS or M.Sc. in a listed or similar life science field required.
About the job
Provides first-line product support to Benchling customers, troubleshooting issues, coordinating resolutions, maintaining help articles, and occasionally delivering trainings.
What you'll do
- Answer customer product questions and resolve support issues through multiple channels; troubleshoot tickets.
- Coordinate customer issues with internal teams and create or update knowledge articles.
- Deliver occasional customer trainings and contribute to Support projects that improve customer experience.
What they ask for
- BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a similar life science field.
- Experience in a lab or research setting.
- Experience in a customer-focused role, through a job or internship.
- Strong written and verbal communication, organization, time management, empathy, and ability to work autonomously.
Nice to have
- Experience managing complex, multi-party issues and troubleshooting across product, system, and technical infrastructure.
- Technical or industry fluency in areas such as network, firewall, API, security, Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering.
Pay
$73K – $90K USD base salary
AI focus
The company emphasizes AI fluency and includes an AI-focused interview exercise or discussion; the role description does not specify AI job duties.
Model-written summary · the original posting is authoritative