About the JobAs the
Product Operations and Support Specialist, you will be the escalation point for customers using Optain's robotic retinal camera and supporting software. Because our product is a tightly integrated hardware-software medical device deployed in live clinical settings, you will troubleshoot issues that span device hardware, image capture software, image quality, connectivity, EHR integrations, and downstream teleophthalmology grading workflows. In the U.S., Optain pairs its FDA-cleared Resolve camera with rapid teleophthalmology grading; in international markets, Optain offers AI-enabled Software as a Medical Device (SaMD) for screening common eye diseases and cardiovascular risk.
This is a high-ownership, U.S.-based remote role on a growing product team, reporting to the VP of Product. Beyond hands-on Tier 2 support, issue investigation, and medical device complaint handling, you will enable our Customer Support team, feed real-world signal back to the Product team, and own the internal operations, tooling, and projects that make the Product and Support teams more effective.
What You'll Do- Serve as Tier 2 support for customers who escalate device feedback, complaints, and semi-technical product issues; reproducing, diagnosing, and resolving problems across the hardware-software boundary, distinguishing camera or hardware faults from software, image-quality, connectivity, EHR-integration, or user technique issues.
- Capture, document, and route device feedback and complaints in line with Optain's quality management system and applicable regulations (e.g., FDA 21 CFR 820 / QMSR), recognizing when feedback may constitute a reportable complaint or potential adverse event and escalating appropriately to Quality and Regulatory.
- Support the Customer Success team with semi-technical product and onboarding questions, acting as the bridge between front-line CS and Engineering support. Contribute to knowledge base articles, troubleshooting guides, and training resources that enable CS to resolve more issues independently.
- Own internal operations and projects for the product team, including specifying requirements for internal support tooling, improving support and complaint-handling workflows, and coordinating cross-functional projects from intake to delivery.
- Support Quality in tracking and analyzing support and complaint trends, translate recurring problems into prioritized product improvement recommendations, and serve as a voice of the customer within the product organization.
- Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success to ensure issues are resolved quickly while meeting the documentation rigor required of a regulated medical device.
What You'll Need- 3+ years in technical support, product support, application support, or product operations for software as a medical device (SaMD), or combined hardware software medical device product.
- Demonstrated ability to troubleshoot across hardware-software boundaries, isolating whether a problem originates in a hardware device, software, image quality, connectivity, or user technique. Ability to reproduce issues occurring on equipment at a remote customer site.
- Familiarity working within a quality management system and complaint-handling processes in a regulated environment (e.g., FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR), including an understanding of when an issue may be a reportable complaint or adverse event.
- Strong written communication, with a track record of building knowledge base articles, runbooks, or training that enables less-technical teammates to resolve issues independently. Demonstrated ability to explain technical concepts clearly to non-technical users.
- Operational initiative and project ownership experience, including gathering requirements for internal tools or processes, prioritizing competing work, and driving cross-functional projects to completion with minimal oversight in a remote team setting.
- Bonus: experience with imaging medical devices, telemedicine, EHR integrations, or clinical workflows in a primary care or point-of-care setting.
What We Offer- Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn equity upside in Optain.
- This role is scoped to grow. As the US footprint expands, we expect the person in it to take on broader ownership of customer operations.
- Top-tier health, vision, and dental benefits.
- Generous monthly health and wellness reimbursement.
- Unparalleled exposure to business scaling at the intersection of artificial intelligence and healthcare.
- The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry.
- A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your professional journey.
