{"id":72508,"url":"https://alion.io/job/benchling-product-support-analyst","title":"Product Support Analyst","company":{"id":4848,"name":"Benchling","domain":"benchling.com","url":"https://alion.io/company/benchling","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":73000,"max":90000,"currency":"USD","period":"year","gross":null,"usd_annual":90000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Antibody Engineering","optional":false},{"name":"Benchling","optional":false}],"status":"live","first_seen_at":"2026-07-21T19:39:05Z","employer_posted_date":"2026-07-21","last_verified_at":"2026-11-01T03:45:02Z","board_verified":true,"closed_at":null,"days_open":102,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":102},"description":"We are rebuilding biotech for the AI era.\nWhen 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.\nBenchling 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.\nWe’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.\nROLE OVERVIEW\nBenchling 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.\nTo 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.\nIf 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.\nRESPONSIBILITIES\nBe 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\n\nBecome a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.\n\nCollaborate with our internal teams to coordinate on customer issues through resolution\n\nDocument continuously changing product knowledge in internal help articles\n\nOccasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc)\n\nParticipate in and lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience\n\nQUALIFICATIONS\nBS or 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.\n\nExperience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.\n\nExperience in a customer focused role (job or internship).\n\nStrong 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.\n\nStrong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively.\n\nEmpathy 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.\n\nAutonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.\n\nWe 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:\nManaging complex, multi-party issues involving customer IT and scientific teams\n\nCommunicating credibly about network, firewall, API and security topics\n\nNavigating ambiguity, escalations, and long-running investigations with ownership and accountability\n\nTroubleshooting across multiple layers - product, system, and technical infrastructure\n\nEngaging confidently in customer-facing calls, including with Enterprise IT stakeholders\n\nBringing relevant industry or technical fluency in areas like Bioprocessing, Bioanalytics, regulated labs, or Antibody Engineering\n\nWe encourage you to apply even if you’re unsure where your experience fits - we’re excited to meet strong candidates at different levels.\nHOW WE WORK\nWe 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).\n#LI-Hybrid\n#BI-Hybrid\nBenchling welcomes everyone.\nWe believe diversity enriches our team so we hire people with a wide range of identities, backgrounds, and experiences. \nWe 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.","description_format":"text","description_chars":6662,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Biotechnology","Scientific & Lab Software"],"lifecycle":[{"event":"open","at":"2026-07-21T19:39:05Z"},{"event":"open","at":"2026-10-21T20:21:27Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 14 · green card filings: 2","filings_12m":14,"filings_prev_12m":12,"green_card_filings_12m":2,"median_offered_wage_usd":156875,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.456,"p_room":0.36,"age_days":101,"expected_fill_days":54,"reasons":["conf:3","velocity","win:tail","crowd:"],"computed_at":"2026-10-31T05:58:55Z"},"pay":{"stated_usd_annual":90000,"is_top_pay":true},"html_url":"https://alion.io/job/benchling-product-support-analyst","json_url":"https://alion.io/job/benchling-product-support-analyst.json","meta":{"generated_at":"2026-11-01T04:00:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6201,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4848},"rest":"https://alion.io/mcp/rest/get_company?id=4848"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fbenchling-product-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fbenchling-product-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fbenchling-product-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/benchling-product-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fbenchling-product-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":72508}},{"tool":"search_jobs","arguments":{"company":"benchling.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":72508},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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