Remote MedTech Product Operations & Support Lead

Logoslabs; San Francisco (CA); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Base salary

Equity opportunity

Health benefits

Wellness reimbursement

AI healthcare exposure

Mentor network

Job summary

Optain is seeking a Product Operations and Support Specialist to be the escalation point for customers using the robotic retinal camera and related software. You will troubleshoot issues spanning hardware, software, image quality, connectivity, and EHR integrations while supporting live clinical workflows.

Based in the U.S. with remote work, you will partner with Product, Engineering, Quality and Regulatory teams, improve support tooling, help feed real-world signals back to the product team,

Qualifications

• 3+ years in technical support or product operations for SaMD or hardware/software medical devices.
• Ability to troubleshoot across hardware–software boundaries and remote sites.
• Experience with quality management systems and regulatory processes (FDA 21 CFR 820 / QMSR, ISO 13485).
• Strong written communication and knowledge-base/article authoring.
• Project ownership and cross-functional coordination in a remote setting.
• Bonus: experience with imaging devices, telemedicine, EHR integrations, or clinical workflows.

Responsibilities

• Serve as Tier 2 support, diagnose and resolve issues across hardware-software boundary.
• Capture and route device feedback per quality management system and regulators.
• Support Customer Success with semi-technical questions; contribute to KBs and guides.
• Own internal operations and tooling projects for the product team.
• Track and analyze support trends; translate to product improvements.
• Collaborate with Product, Engineering, Quality, Regulatory, and CS to resolve issues quickly.

Skills

Technical support

SaMD

Hardware-software troubleshooting

Cross-functional collaboration

Quality/regulatory awareness

Job description

Optain is seeking a Product Operations and Support Specialist to be the escalation point for customers using the robotic retinal camera and related software. You will troubleshoot issues spanning hardware, software, image quality, connectivity, and EHR integrations while supporting live clinical workflows.

Based in the U.S. with remote work, you will partner with Product, Engineering, Quality and Regulatory teams, improve support tooling, help feed real-world signals back to the product team,