Product Operations and Support Specialist

🕒 September 18

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 18%

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Optain

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🏥 Healthcare

🤖 Artificial Intelligence

🔧 Hardware

💰 $26M Series A - Optain on 2025-09

Healthcare • Artificial Intelligence • Hardware

Optain is a healthcare technology company that provides AI-enabled clinical support tools to analyze full-colour retinal images for screening of referable eye diseases and for cardiovascular risk assessment. Optain offers a Software as a Medical Device (SaMD) called Eyetelligence Assure paired with a portable automatic fundus camera as a turnkey, ready-to-use solution that captures and immediately analyses retinal images to produce risk assessment reports. The platform is designed to integrate easily into clinical workflows with minimal training or setup, enabling faster diagnosis, standardized assessments, and broader access to disease screening for providers, patients, and insurers.

📋 Description

• Serve as Tier 2 support for customers escalating device feedback, complaints, and semi-technical product issues • Reproduce, diagnose, and resolve problems across the hardware-software boundary • Distinguish camera or hardware faults from software, image-quality, connectivity, EHR-integration, or user-technique issues • 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 product-team internal operations and projects, including requirements for support tooling and improved support and complaint-handling workflows • 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 • Represent the voice of the customer within the product organization • Partner with Product, Engineering, Quality, Regulatory, and Customer Success • 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, isolating 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 a regulated environment, such as FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR • Understanding of reportable complaints and adverse events • Strong written communication • 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 • Role scoped to grow with broader ownership of customer operations as the U.S. 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 • Close-knit team and world-leading mentors providing professional support and guidance

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