Product Operations and Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as Tier 2 support for customers who escalate device feedback, complaints, and semi-technical product concerns.

• Reproduce, diagnose, and resolve issues pertaining to hardware, software, image quality, connectivity, EHR integration, and user techniques.

• Capture, document, and direct device feedback and complaints in accordance with Optain’s quality management framework and relevant regulations.

• Identify reportable complaints or potential adverse events and escalate them to the Quality and Regulatory teams.

• Assist Customer Success by addressing semi-technical product and onboarding inquiries.

• Serve as a liaison between front-line Customer Success and Engineering support.

• Develop knowledge base articles, troubleshooting guides, and training materials.

• Manage internal product-team operations and projects, including requirements for support tools and workflow enhancements.

• Oversee cross-functional projects from initiation to delivery.

• Monitor and analyze support and complaint trends alongside the Quality team.

• Convert recurring issues into prioritized recommendations for product improvements.

• Collaborate with Product, Engineering, Quality, Regulatory, and Customer Success teams to resolve issues promptly while adhering to regulated medical-device documentation standards.

• Report directly to the VP of Product.

⛳️ Requirements

• A minimum of 3 years in technical support, product support, application support, or product operations for software as a medical device (SaMD), or a combination of hardware-software medical device products.

• Capability to troubleshoot across hardware-software interfaces and isolate issues related to hardware, software, image quality, connectivity, or user techniques.

• Proficiency in reproducing issues that occur on equipment at remote customer locations.

• Familiarity with quality management systems and complaint handling processes in regulated environments, including FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR.

• Comprehension of reportable complaints and potential adverse events.

• Excellent written communication skills.

• Experience in creating knowledge base articles, runbooks, or training materials.

• Ability to articulate technical concepts clearly to non-technical users.

• Proven operational initiative and project ownership experience.

• Experience in gathering requirements for internal tools or processes, prioritizing competing tasks, and driving cross-functional projects to completion with minimal supervision in a remote team environment.

• Bonus: Experience with imaging medical devices, telemedicine, EHR integrations, or clinical workflows in primary care or point-of-care settings.

🏝️ Benefits

• Competitive compensation package, including a robust base salary, performance-based bonuses, and the potential for equity upside in Optain.

• This position is designed for growth, with an expanded scope of customer operations anticipated as the US footprint increases.

• Comprehensive health, vision, and dental benefits.

• Generous monthly reimbursement for health and wellness expenses.

• Exposure to business scaling at the intersection of artificial intelligence and healthcare.

• Opportunity to collaborate with top-tier experts from healthcare provider networks, academia, and the industry.

• A highly skilled, close-knit team with world-class mentors serving as a support network and sounding board.

• Equal Opportunity Employer.