Product Support Analyst

Benchling seeks a Senior Product Support Analyst in Zürich to lead enterprise escalations, troubleshoot complex technical issues, and mentor the support team within a hybrid work model.

The company is expanding its Customer Experience team to help a growing user base adopt its solutions effectively. This position acts as a key resource for both clients and internal staff, ensuring they can leverage Benchling's platform to enhance their collaborative workflows. The role is built on a foundation of AI fluency, which is central to the organization's operations.

Responsibilities

• Act as the primary expert for daily product inquiries and intricate problems via web, email, and chat channels.
• Work independently to determine decision timelines, make necessary trade-offs, and coordinate with various stakeholders to advance projects.
• Manage high-level enterprise escalations by organizing investigations that involve multiple parties and client IT departments.
• Utilize extensive product knowledge to replicate problems, examine logs and API interactions, test workarounds, and explain risks and impacts clearly.
• Diagnose issues spanning application layers, integrations, APIs, identity management, data movement, and basic network infrastructure.
• Maintain and distribute knowledge by revising public articles and internal documentation, including runbooks and decision records.
• Ensure lasting solutions by conducting root cause analyses, suggesting corrective measures, monitoring implementation, and confirming resolution.
• Guide and develop team members through case evaluations, observation sessions, and coaching on investigation methods and client communication.
• Enhance support processes by spearheading targeted initiatives that optimize triage workflows, tools, and operational guides.
• Join global on-call schedules as part of the support rotation.

Requirements

• At least five years in IT, support engineering, product support, or a related field.
• Background in supporting enterprise clients, preferably within global pharmaceutical or biotech sectors.
• Demonstrated success in managing enterprise escalations and resolving complex, multi-party challenges.
• Executive-level communication abilities with outstanding written and verbal proficiency.
• Strong capability to prioritize and make decisions when facing unclear situations.
• Skilled in stakeholder management and diplomatic interaction.
• Proven track record of independently investigating issues using application logs, APIs, SSO/SAML protocols, and network basics.

Nice to have

• Bachelor's or Master's degree in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or a related life science discipline.
• Understanding of scientific work and familiarity with laboratory or R&D settings.
• Experience operating in regulated environments (such as GxP, 21 CFR Part 11, CSV) and creating RCAs/CAPAs that withstand audits.
• Knowledge of Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering.
• Multilingual abilities are beneficial for serving the diverse EMEA customer base.

What the company offers

• A flexible hybrid work setup that emphasizes in-office collaboration.
• On-site presence is required three days per week (Monday, Tuesday, and Thursday).

About the company

Benchling is dedicated to integrating AI into daily operations, making AI fluency a core component of how the organization functions. The company values diversity and actively hires individuals with varied identities, backgrounds, and experiences to enrich the team.

• AI fluency is the foundation the company builds on and is core to how they work.
• The company is committed to helping every new hire integrate AI into their day-to-day.
• Diversity enriches the team and the company hires people with a wide range of identities, backgrounds, and experiences.