[Hiring] Product Operations and Support Specialist @Optain Health

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

Requirements

• Ability to reproduce issues occurring on equipment at a remote customer site
• Understanding of when an issue may be a reportable complaint or adverse event
• Demonstrated ability to explain technical concepts clearly to non-technical users
• Experience gathering requirements for internal tools or processes
• Ability to prioritize competing work and drive cross-functional projects to completion with minimal oversight in a remote team setting

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