Product Operations and Support Specialist
Core
Escalation point for customers using Optain's robotic retinal camera and supporting software, troubleshooting hardware-software issues in live clinical settings.
Role type
Tier 2 Product Operations and Support Specialist for a SaMD
Builds
FDA-cleared Resolve retinal camera and AI-enabled screening software
Domain
Healthcare / Ophthalmology / Medical Devices (SaMD)
Deliverable
client delivery
Required skills
Hardware-software troubleshooting, QMS compliance (FDA 21 CFR 820/QMSR, ISO 13485), remote issue reproduction, cross-functional project ownership, knowledge base creation
Preferred skills
Imaging medical devices, telemedicine, EHR integrations, clinical workflows
Technologies
Robotic retinal camera, AI-enabled SaMD, EHR systems
Responsibilities
Diagnose and resolve hardware/software/image/connectivity issues; capture and route device complaints per QMS; support Customer Success with onboarding; own internal support tooling and workflows; analyze support trends to drive product improvements
Seniority
Mid-level, hands-on IC
