Product Support Analyst

About the role

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 adoption of our solutions. You will develop a deep understanding of our products, customers, and their R&D processes, and use this knowledge to resolve complex issues. You will also lead enterprise escalations, coordinate cross-functional stakeholders, and mentor and uplevel the team. This role offers the chance to make a significant impact for our customers and products. Key missions: 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 l'équipe, en partageant des connaissances et en contribuant à l'amélioration continue du support. Profile: - 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