Product Operations and Support Specialist

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Aegis Ventures

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏥 Healthcare

Artificial Intelligence • Healthcare

Aegis Ventures is a next-generation startup studio that partners with entrepreneurs and industry leaders to originate, launch, and scale transformative companies. The Aegis platform brings together market-shaping ideas, permanent growth capital, and ambitious individuals who are driven to solve major societal problems. Aegis aims to build companies with the capacity for vast impact, focusing initially on artificial intelligence and health technologies to improve healthcare quality, access, and cost.

📋 Description

• Serve as Tier 2 support for customers escalating device feedback, complaints, and semi-technical product issues • Reproduce, diagnose, and resolve problems across hardware, software, image quality, connectivity, EHR integration, and user technique • Capture, document, and route device feedback and complaints according to Optain’s quality management system and applicable regulations • Recognize reportable complaints or potential adverse events and escalate them to Quality and Regulatory • Support Customer Success with semi-technical product and onboarding questions • Bridge front-line Customer Success and Engineering support • Create knowledge base articles, troubleshooting guides, and training resources • Own internal product-team operations and projects, including requirements for support tooling and workflow improvements • Coordinate cross-functional projects from intake to delivery • Track and analyze support and complaint trends with Quality • Translate recurring problems into prioritized product improvement recommendations • Partner with Product, Engineering, Quality, Regulatory, and Customer Success to resolve issues quickly while maintaining regulated medical-device documentation rigor • Report to the VP of Product

🎯 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 • Ability to troubleshoot across hardware-software boundaries and isolate hardware, software, image quality, connectivity, or user technique issues • Ability to reproduce issues occurring on equipment at a remote customer site • Familiarity with quality management systems and complaint-handling processes in regulated environments, including FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR • Understanding of reportable complaints and potential adverse events • Strong written communication skills • Experience building knowledge base articles, runbooks, or training resources • Ability to explain technical concepts clearly to non-technical users • Operational initiative and project ownership experience • Experience 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

🏖️ 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, with broader ownership of customer operations expected as the US footprint expands • Top-tier health, vision, and dental benefits • Generous monthly health and wellness reimbursement • Exposure to business scaling at the intersection of artificial intelligence and healthcare • Opportunity to collaborate with world-class experts from healthcare provider networks, academia, and industry • Highly talented, close-knit team and world-leading mentors serving as a support network and sounding board • Equal Opportunity Employer

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