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
This is a 6 month contract in-office role with a required hybrid schedule — a minimum of three days per week (Monday, Tuesday, and Thursday) at our San Francisco HQ.
Our marketing data layer was built incrementally over several years, and it shows. The models, dashboards, and pipelines powering our funnel reporting, campaign attribution, and SDR workflows have accumulated patches and gaps that are increasingly holding us back particularly as we push into AI-driven marketing tooling that requires clean, well-documented data to work reliably.
We're looking for a mid-level marketing data analyst for a focused 6-month engagement embedded with the Marketing Operations team. You'll own the sprint to clean up the underlying data models, ship the core dashboards we've been scoping, integrate new data sources, and document everything well enough that the team and our AI tools can self-serve when the engagement ends.
RESPONSIBILITIES
- Own the dbt + Sigma layer for the marketing funnel, from campaign member to MQL/MSL, meeting and opportunities. Resolve dependencies, filling model gaps, and documenting logic end-to-end.
- Integrate new data sources into Snowflake: ad platform spend (Google, LinkedIn), GA4 traffic and conversion data, and Gong conversation and meeting object.
- Build and update marketing dashboards: funnel stage conversion, pipeline generation (effort, health, velocity), SDR activity and MQL outcomes, and per-product ARR attribution. Integrating new data sources into them.
- Build quality control and system health monitoring across the marketing stack: Marketo to SFDC sync health, lead routing coverage, data freshness, and email deliverability signals.
- Partner with our internal data team and other GTM analysts to align on core GTM data models.
- Produce a data dictionary: plain-language definitions of key marketing concepts and data model semantics written for both team and LLM consumption.
QUALIFICATIONS
- 4+ years in marketing analytics or marketing operations at a B2B SaaS company.
- Strong SQL skills and hands-on experience with dbt for data modeling and github for version control.
- Experience with Snowflake and a modern BI tool. Sigma strongly preferred.
- Working knowledge of Salesforce and Marketo data structures; you understand what an MQL is and how it moves between systems.
- Familiarity with marketing attribution concepts: campaign member models, multi-touch attribution, and lead-to-opportunity conversion.
- Experience building and documenting data models for non-technical consumers.
- Self-directed and comfortable working as an embedded contractor on a defined-scope engagement.
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
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
#JF-1
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
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. 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
#JF-1
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
Analyst
69 days ago
Head of Global Deal Desk
Benchling · San Francisco, California, United States
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 looking for a strategic leader comfortable with change and execution to lead our deal strategy and order management team as we scale. Sitting at the intersection of revenue growth, new products, financial control, and cross-functional partnership, you'll be a trusted commercial advisor to sales on deal strategy, help operationalize an updated pricing and packaging strategy, and drive operational improvement across the team.
As a hand-on leader who also manages a team, you'll stay close enough to the hardest deals while driving high impact change as the company grows through its next phase.
RESPONSIBILITIES
- Enterprise deal strategy & structuring. Coach, partner and proactively advise enterprise account executives and sales leadership around the architecture and pricing of our largest and most complex agreements. With your deep experience in complex enterprise software deals (large, multi-year ramped deals, ELAs, etc), you will be a trusted thought partner with sales as they structure, price, and optimize customer agreements for long-term growth across multiple dimensions, and support high-value negotiations alongside sales leadership. Having built trusted relationships with stakeholders, you will help the team win today’s deal while protecting long-term objectives across the company portfolio. Leverage your experience with your order management team members to get scale across our whole book of business.
- Lead our global deal desk team & connect our partners. Lead, develop, and scale a trusted global deal strategy and order management team, keeping the field unblocked and serving as the connective tissue between Sales, Finance, Product and Legal. You will help evolve and proactively deliver executive-grade reporting and insights to finance and field leadership on deal mix, discount and pricing trends, win/loss, cycle time, and other key metrics to drive better business outcomes. Sponsor and deploy automation and AI-assisted execution alongside coaching and development, so the function scales on leverage, not just headcount.
- Transformation. Serve as a key leader in operationalizing our redesigned pricing and packaging, and driving continued enhancement of the CPQ system that deploys it. Help advise and support implementation of new sales motions to the field, and devise playbooks that lead to optimal business outcomes, while minimizing customer and sales friction. Serve as a key leader and sponsor of cross-functional quote-to-cash system initiatives, driving lower-touch deal pathways, leveraging scrappiness to make progress, and distilling — and helping the team distill — what actually matters from what doesn't, so we move the model forward.
- Operational execution and excellence. Own how deal desk partners with the business, and moves deals from quote through to clean, booked revenue with laser focus on operational excellence: the right balance of speed and control, continuously minimizing touches and exceptions, and sponsoring a continuous improvement mindset. Own the approval framework, ensuring clear, enforceable definitions, and anticipating and resolving downstream risk through process rather than reactivity. Maintain controls that align with public-company readiness without unnecessary bureaucracy so we scale at pace, but with the right deal governance and business outcomes.
QUALIFICATIONS
Requirements:
- 10+ years in Deal Desk, Revenue/Sales Operations, Commercial Strategy, and/or Finance, including experience leading and scaling a team, ideally in high-growth B2B enterprise SaaS or life-sciences software.
- Track record advising on the structure and close of complex enterprise agreements, exercising judgment and enforcing commercial guardrails while keeping deals moving.
- Fluency in SaaS bookings policy and revenue, subscription, and consumption/usage-based models.
- Strong cross-functional partnership skills — communication, relationship building, and operational excellence across Sales, Finance, Product, and Legal.
- Working knowledge of CPQ tools and process (Salesforce/Steelbrick or similar) — approval frameworks, quote configuration, and the realities of contract generation in a broader quote-to-cash stack (NetSuite, Gong, etc.).
- Experience with process improvement and automating SaaS deal and order workflows to balance control and speed at scale.
Nice to have:
- Experience owning or co-owning a CPQ implementation or major quote-to-cash systems initiative.
- Experience structuring consumption/usage-based deals (commits, ramps, overages, true-ups) for recurring revenue.
- Ownership of pricing governance — discount authority matrices, approval hierarchies, exception policy — across a global deal portfolio.
- Experience operationalizing a pricing and packaging change across a live selling organization.
- Familiarity with cloud marketplace (AWS/GCP/Azure) private offers, reseller and partner billing, and international/EMEA deal nuances.
- Fluency in BI/SQL/spreadsheets to turn deal data into decisions.
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
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
Analyst
69 days ago
Head of Global Deal Desk
Benchling · San Francisco, California, United States
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 looking for a strategic leader comfortable with change and execution to lead our deal strategy and order management team as we scale. Sitting at the intersection of revenue growth, new products, financial control, and cross-functional partnership, you'll be a trusted commercial advisor to sales on deal strategy, help operationalize an updated pricing and packaging strategy, and drive operational improvement across the team.
As a hand-on leader who also manages a team, you'll stay close enough to the hardest deals while driving high impact change as the company grows through its next phase.
RESPONSIBILITIES
Enterprise deal strategy & structuring. Coach, partner and proactively advise enterprise account executives and sales leadership around the architecture and pricing of our largest and most complex agreements. With your deep experience in complex enterprise software deals (large, multi-year ramped deals, ELAs, etc), you will be a trusted thought partner with sales as they structure, price, and optimize customer agreements for long-term growth across multiple dimensions, and support high-value negotiations alongside sales leadership. Having built trusted relationships with stakeholders, you will help the team win today’s deal while protecting long-term objectives across the company portfolio. Leverage your experience with your order management team members to get scale across our whole book of business.
Lead our global deal desk team & connect our partners. Lead, develop, and scale a trusted global deal strategy and order management team, keeping the field unblocked and serving as the connective tissue between Sales, Finance, Product and Legal. You will help evolve and proactively deliver executive-grade reporting and insights to finance and field leadership on deal mix, discount and pricing trends, win/loss, cycle time, and other key metrics to drive better business outcomes. Sponsor and deploy automation and AI-assisted execution alongside coaching and development, so the function scales on leverage, not just headcount.
Transformation. Serve as a key leader in operationalizing our redesigned pricing and packaging, and driving continued enhancement of the CPQ system that deploys it. Help advise and support implementation of new sales motions to the field, and devise playbooks that lead to optimal business outcomes, while minimizing customer and sales friction. Serve as a key leader and sponsor of cross-functional quote-to-cash system initiatives, driving lower-touch deal pathways, leveraging scrappiness to make progress, and distilling — and helping the team distill — what actually matters from what doesn't, so we move the model forward.
Operational execution and excellence. Own how deal desk partners with the business, and moves deals from quote through to clean, booked revenue with laser focus on operational excellence: the right balance of speed and control, continuously minimizing touches and exceptions, and sponsoring a continuous improvement mindset. Own the approval framework, ensuring clear, enforceable definitions, and anticipating and resolving downstream risk through process rather than reactivity. Maintain controls that align with public-company readiness without unnecessary bureaucracy so we scale at pace, but with the right deal governance and business outcomes.
QUALIFICATIONS
Requirements:
10+ years in Deal Desk, Revenue/Sales Operations, Commercial Strategy, and/or Finance, including experience leading and scaling a team, ideally in high-growth B2B enterprise SaaS or life-sciences software.
Track record advising on the structure and close of complex enterprise agreements, exercising judgment and enforcing commercial guardrails while keeping deals moving.
Fluency in SaaS bookings policy and revenue, subscription, and consumption/usage-based models.
Strong cross-functional partnership skills — communication, relationship building, and operational excellence across Sales, Finance, Product, and Legal.
Working knowledge of CPQ tools and process (Salesforce/Steelbrick or similar) — approval frameworks, quote configuration, and the realities of contract generation in a broader quote-to-cash stack (NetSuite, Gong, etc.).
Experience with process improvement and automating SaaS deal and order workflows to balance control and speed at scale.
Nice to have:
Experience owning or co-owning a CPQ implementation or major quote-to-cash systems initiative.
Ownership of pricing governance — discount authority matrices, approval hierarchies, exception policy — across a global deal portfolio.
Experience operationalizing a pricing and packaging change across a live selling organization.
Familiarity with cloud marketplace (AWS/GCP/Azure) private offers, reseller and partner billing, and international/EMEA deal nuances.
Fluency in BI/SQL/spreadsheets to turn deal data into decisions.
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
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
Analyst
137 days ago
Product Support Analyst
Benchling · San Francisco, California, United States
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. 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
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.
Listed by Benchling for a position based in the United States. Employers on this board attest they are hiring domestically.
Analyst
137 days ago
Product Support Analyst
Benchling · San Francisco, California, United States