--- title: 'Product Support Analyst at Benchling' canonical: 'https://feeny.ai/job/product-support-analyst-benchling-san-francisco-98n0kv0p7g01' type: 'job' last_seen: '2026-09-17' --- # Product Support Analyst at Benchling - **Company:** Benchling - **Location:** San Francisco, CA - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-09-10 - **Last confirmed live:** 2026-09-17 - **Apply:** https://jobs.ashbyhq.com/benchling/8def72e4-3cdc-4005-b091-8f740369ff4c ## Job description 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). #LI-Hybrid #BI-Hybrid ## #LI-JF 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. ## About Benchling ## Company Overview - **One-liner**: Benchling provides a cloud-based platform for biotechnology research and development, uniting data, automation, and AI to accelerate scientific discovery. - **Entity Type**: Private (Series F) - **Headquarters**: San Francisco, California, United States - **Founded**: 2012 - **Founders**: Sajith Wickramasekara, Ashu Singhal ## Core Business - **Primary industry/industries**: Life Sciences Software, Biotechnology R&D, Scientific Cloud Computing - **Target customers**: B2B; biopharma companies (including more than half of the world's top 50), academic labs, agritech, and industrial biotech organizations. - **Mission or purpose statement**: "To unlock the power of biotechnology" by helping scientists unite data, automation, and AI to bring new products and discoveries to life faster. ## Products & Services - **Benchling Platform (R&D Cloud)**: A unified, cloud-based platform for biotech R&D. It includes an electronic lab notebook (ELN), laboratory information management system (LIMS), and scientific data management. It allows teams to plan, record, and share experiments, automate workflows, and use AI tools. - **Benchling AI**: An integrated AI layer that includes "The AI Scientist," which connects predictive models, structured data, and wet lab execution into a single loop. It designs experiments, routes lab automation, captures results, and recommends next steps. - **Developer Platform**: An open, flexible platform with APIs, app integrations, and a custom interface designer, allowing organizations to build custom apps and connect data from instruments and other software. - **Services & Support**: Implementation, advisory, and support services from a team of experts. Also offers "Benchling Learning Labs" for team training and certification. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed (last reported valuation was $6.1 billion in 2021 after a Series F round). - **Key Metric**: Total funding of **$412M** across 8 rounds. Annual revenue is estimated at **$50M** (per LinkedIn). - **Notable Investors/Partners**: Menlo Ventures, Sequoia Capital, Accel, Y Combinator, and others. Customers include Sanofi, Moderna, and more than half of the world's top 50 biopharma companies. - **Growth Signals**: Over 200,000 scientists use the platform; trusted by 1,300+ organizations; 642 employees with 2.2% YoY headcount growth; active job postings (49 open roles); LinkedIn follower growth of 28.4% year-over-year. ## Competitive Advantages - **Purpose-built for biology**: Unlike generic software, Benchling is built specifically for complex life sciences R&D, modeling data for biomolecules, cell lines, and more. - **AI-native platform**: AI is embedded at every step, with "The AI Scientist" closing the loop between experiment design, execution, and data capture. - **Network effects**: Over 200,000 scientists and 1,300+ organizations use the platform, creating a strong ecosystem and data network effect. - **Deep industry penetration**: Trusted by more than half of the world's top 50 biopharma companies, providing a strong moat against competitors. - **Open and flexible**: Offers APIs, integrations, and a custom interface designer, allowing it to adapt to diverse scientific workflows. ## Strategic Focus - **AI-first R&D**: Deeply integrating AI agents and models into the scientific workflow to compress decades of R&D into years. - **Platform expansion**: Continuing to build out the "AI Scientist" capability and expanding the developer platform for custom applications. - **Customer growth**: Deepening relationships with existing enterprise customers (top 50 biopharma) while expanding into adjacent fields like agritech and industrial biotech. - **International presence**: Operating in 15 countries, including Switzerland, UK, France, Denmark, and Canada, with continued global expansion. ## Why Work Here - **Mission-driven work**: Employees directly contribute to accelerating breakthroughs in medicine, agriculture, and materials science. - **Culture of curiosity**: The company emphasizes a growth mindset, continuous learning, and treating mistakes as opportunities to reflect and grow. - **Strong benefits**: Includes dedicated mental health benefits (therapy sessions), monthly wellness stipend, winter holiday shutdown, and active employee resource groups (ERGs) with executive sponsorship. - **Community and connection**: Regular social hours, themed all-hands meetings, cross-functional events, and a strong emphasis on building community both in-person and virtually. - **Hybrid/Office policy**: Has offices in multiple locations (San Francisco, and international offices in Switzerland, UK, France, Denmark, Canada) with in-person social hours and team events. - **Engineering culture**: Nearly half the team comes from an R&D background, blending scientific and technological expertise. Open roles include Software Engineer (Agents, Developer Platform), Engineering Leader (Molecular Biology, Infrastructure), and more. ## Sources 1. [benchling.com](https://www.benchling.com/) 2. [benchling.com/about-us](https://www.benchling.com/about-us) 3. [benchling.com/careers](https://www.benchling.com/careers) 4. [benchling.com/life-at-benchling](https://www.benchling.com/life-at-benchling) 5. 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