Product Operations and Support Specialist

The role

You will serve as the escalation point for customers using Optain’s robotic retinal camera and supporting software. You will troubleshoot issues across hardware, software, connectivity, and EHR integrations while managing medical device complaints. You will also own internal operations and projects to improve product and support team effectiveness.

What you will do

• Serve as Tier 2 support for customers who escalate device feedback, complaints, and semi-technical product issues.
• Reproduce, diagnose, and resolve problems across the hardware-software boundary.
• Capture, document, and route device feedback and complaints in line with quality management systems and regulations.
• Support the Customer Success team with semi-technical product and onboarding questions.
• Contribute to knowledge base articles, troubleshooting guides, and training resources.
• Own internal operations and projects for the product team.
• Specify requirements for internal support tooling and improve workflows.
• Support Quality in tracking and analyzing support and complaint trends.
• Translate recurring problems into prioritized product improvement recommendations.
• Partner with Product, Engineering, Quality, Regulatory, and Customer Success to resolve issues.

Required qualifications

• 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.
• 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).
• Understanding of when an issue may be a reportable complaint or adverse event.
• Strong written communication.
• Track record of building knowledge base articles, runbooks, or training.
• Demonstrated ability to explain technical concepts clearly to non-technical users.
• Operational initiative and project ownership experience.
• Experience gathering requirements for internal tools or processes.
• Experience prioritizing competing work and driving cross-functional projects to completion with minimal oversight in a remote team setting.

Nice to have

• experience with imaging medical devices
• telemedicine
• EHR integrations
• clinical workflows in a primary care or point-of-care setting

Benefits

• Competitive compensation package
• Strong base salary
• Performance-based bonus
• Equity upside in Optain
• Top-tier health, vision, and dental benefits
• Generous monthly health and wellness reimbursement

About the company

Aegis Ventures is a next-generation startup studio that partners with entrepreneurs and industry leaders to launch and scale companies focused on artificial intelligence. Optain is a healthcare company that uses software and hardware technology to improve the detection and management of eye and systemic conditions.