Product Operations and Support Specialist
New
O
OptainHealthcare Technology
Remote within the U.S.Full-TimeMiddle
SalaryCompetitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn equity upside in Optain.
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementProduct OperationsEHRTechnical support
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.
- 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).
- Understanding of when an issue may be a reportable complaint or adverse event.
- Strong written communication, with a track record of building knowledge base articles, runbooks, or training that enables less-technical teammates to resolve issues independently.
- Demonstrated ability to explain technical concepts clearly to non-technical users.
- Operational initiative and project ownership experience, including gathering requirements for internal tools or processes and driving cross-functional projects.
Responsibilities
- Serve as Tier 2 support for customers who escalate device feedback, complaints, and semi-technical product issues; reproducing, diagnosing, and resolving problems across the hardware-software boundary.
- Capture, document, and route device feedback and complaints in line with Optain’s quality management system and applicable regulations.
- Support the Customer Success team with semi-technical product and onboarding questions, acting as the bridge between front-line CS and Engineering support.
- Contribute to knowledge base articles, troubleshooting guides, and training resources that enable CS to resolve more issues independently.
- Own internal operations and projects for the product team, including specifying requirements for internal support tooling and improving workflows.
- Support Quality in tracking and analyzing support and complaint trends, translating recurring problems into prioritized product improvement recommendations.
- Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success to ensure issues are resolved while meeting documentation rigor.
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