Product Operations and Support Specialist

Role Overview

The Product Operations and Support Specialist will be the escalation point for customers using Optain’s robotic retinal camera and supporting software, troubleshooting issues that span device hardware, image capture software, image quality, connectivity, EHR integrations, and downstream teleophthalmology grading workflows.

What You Will Do

The role will involve serving as Tier 2 support for customers, capturing, documenting, and routing device feedback and complaints, supporting the Customer Success team with semi-technical product and onboarding questions, and owning internal operations and projects for the product team.

Why It Might Be a Fit

The successful candidate will have 3+ years of experience in technical support, product support, application support, or product operations for software as a medical device (SaMD), or combined hardware software medical device product, and will be able to troubleshoot across hardware-software boundaries and communicate technical concepts clearly to non-technical users.

Requirements

• 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
• Familiarity working within a quality management system and complaint-handling processes in a regulated environment
• Strong written communication skills
• Operational initiative and project ownership experience

Benefits

• Competitive compensation package
• Performance-based bonus
• Chance to earn equity upside in Optain
• 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
• Opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry