[Hiring] Product Operations and Support Specialist @Aegis Ventures

Role Description

As 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
• Downstream teleophthalmology grading workflows

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
• Own the internal operations, tooling, and projects that make the Product and Support teams more effective

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, 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).
• Strong written communication, with a track record of building knowledge base articles, runbooks, or training that enables less-technical teammates to resolve issues independently.
• 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.

Requirements

• 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).
• Recognize when feedback may constitute a reportable complaint or potential adverse event and escalate appropriately to Quality and Regulatory.
• 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.
• Support Quality in tracking and analyzing support and complaint trends.
• Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success.

Benefits

• 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.
• 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.
• A chance to work with a highly talented, close-knit team and world-leading mentors.

Company Description

Optain is a revolutionary healthcare company that uses groundbreaking software and hardware technology to rethink care. We use the eye as a window to the body to improve the way we detect and manage eye and systemic conditions. Optain is committed to expanding and improving care through the introduction of AI and machine learning technology in frontline care settings at an accessible price.

• Originally founded in Australia in 2019.
• Achieved regulatory approval and commercial adoption of its product suite in global markets, including Australia, Europe, and more.
• Received US FDA clearance for its Resolve retinal camera in 2025.
• Closed a Series A funding round led by Insight Partners with participation from seven leading U.S. health system investors.
• These systems collectively deliver care to 28 million patients across 25 states.