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 are escalating device feedback, complaints, and semi-technical product issues.

• Reproduce, diagnose, and resolve issues that occur at the intersection of hardware and software.

• Differentiate between camera or hardware issues and software, image-quality, connectivity, EHR-integration, or user-technique problems.

• Record, document, and route device feedback and complaints in accordance with Optain's quality management system and relevant regulations.

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

• Assist Customer Success with semi-technical product inquiries and onboarding questions.

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

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

• Oversee internal operations and projects for the product team, which include requirements for support tools and enhanced support and complaint-handling workflows.

• Manage cross-functional projects from initiation to delivery.

• Monitor and analyze support and complaint trends in collaboration with Quality.

• Convert recurring issues into prioritized recommendations for product improvements.

• Represent the voice of the customer within the product organization.

• Collaborate with Product, Engineering, Quality, Regulatory, and Customer Success teams.

• Report directly to the VP of Product.

⛳️ Requirements

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

• Capability to troubleshoot across the hardware-software interface, identifying hardware, software, image quality, connectivity, or user technique problems.

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

• Knowledge of quality management systems and complaint-handling processes in a regulated environment, such as FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR.

• Understanding of reportable complaints and adverse events.

• Excellent written communication skills.

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

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

• Experience with operational initiatives and project ownership.

• Proven ability to gather requirements for internal tools or processes, prioritize competing tasks, and drive cross-functional projects to completion with minimal oversight 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 that includes a robust base salary, performance-based bonuses, and the potential for equity upside in Optain.

• Role designed to expand with greater ownership of customer operations as the U.S. footprint grows.

• 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 distinguished experts from healthcare provider networks, academia, and industry.

• A close-knit team and world-class mentors providing professional support and guidance.