Product Support Analyst

Role Overview

• Serve as a senior point of contact for day‑to‑day product questions and complex issues across web, email, and chat. Bring empathy for scientists and strong product judgment to resolve cases efficiently while meeting high SLA/SLO and quality standards.
• Operate with autonomy. Set decision cadence, make trade-off calls, and align internal and external stakeholders, including directors and executives, to move work forward.
• Lead enterprise escalations, coordinating multi‑party investigations (Product/Engineering, Build, Security, CX, Sales) and customer IT teams. Own the room with calm, executive‑level communication; establish ownership; provide crisp updates; and drive issues to closure with documented decisions.
• Apply deep product expertise, reproduce issues, analyze logs and API behavior, validate workarounds, and clearly articulate risk, impact, and next steps for customers and stakeholders.
• Troubleshoot across layers—application, integrations, APIs, identity/SSO (SAML/OIDC), data flows, and customer network fundamentals (DNS, TLS, proxies, firewalls)—and pull in the right SMEs at the right time.
• Document and share knowledge by updating external articles and internal runbooks, decision logs, and templates so learnings improve future response and prevention.
• Drive durable outcomes through RCA/CAPA: collaborate on root cause analysis, propose corrective and preventive actions, track follow‑through, and close the loop with customers and teams.
• Mentor and uplevel the team through case reviews, shadowing, and coaching on investigation structure and customer communications; support onboarding new PSAs and contribute enablement content that scales.
• Continuously improve support by leading scoped projects that streamline triage, tooling, and playbooks and by partnering cross‑functionally to surface patterns, influence product priorities, and raise overall readiness.
• Participate in on-call rotations (including weekend/alternate shifts) as part of our global support model.

Requirements

• 5+ years of experience in IT, support engineering, product support, or similar.
• Experience supporting enterprise customers, ideally global pharma/biotech.
• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, strongly preferred.
• Empathy for scientists and familiarity with lab/R&D environments; able to map scientific workflows to product behavior and troubleshooting.
• Proven ownership of enterprise escalations and complex, multi‑party issues (customer IT/security + scientific users), from triage through closure and prevention.
• 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.
• Stakeholder management and diplomacy. Aligns internal owners and external stakeholders, sets realistic expectations, and sustains trust through transparent updates.
• Hands-on, proactive, able to dive into logs, APIs, SSO/SAML/ flows, and network fundamentals (DNS, proxies, firewalls) to guide investigations and next steps.
• Preferred: Experience working in regulated environments (e.g., GxP, 21 CFR Part 11, CSV) and producing RCAs/CAPAs that stand up to audit
• Nice to have: Industry/technical fluency in Bioprocessing, Bioanalytics, regulated labs, healthcare, or Antibody Engineering; experience influencing prioritization with incident data.

Tech Stack

• DNS
• Firewalls

Benefits

• Full-time U.S. employees enjoy a comprehensive benefits program including equity, health, dental, vision, 401(k)+ employer match, wellness, commuter, and more.