Remote Product Ops & Support Specialist (SaMD)

Optain; United States; A distancia; USD 90.000 - 135.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Equity

Remote-friendly

Wellness stipend

Descripción de la vacante

Optain is seeking a Product Operations and Support Specialist to act as the Tier 2 escalation point for the robotic retinal camera and supporting software in a U.S.-based remote role. You will troubleshoot hardware and software issues, support onboarding, and help shape product and support processes.

You will feed real-world signals back to product, own tooling projects, and ensure regulatory documentation is rigorous while collaborating with Product, Engineering, Quality and CS teams.

Formación

• Experience with SaMD quality systems (FDA 21 CFR 820 / QMSR) and ISO 13485.
• Strong written communication; ability to create knowledge base articles and runbooks.
• Ability to work in a remote, cross-functional team with minimal supervision.
• Experience gathering requirements and driving internal tooling or process improvements.
• Bonus: imaging devices, telemedicine, or EHR integrations.

Responsabilidades

• Provide Tier 2 support across hardware–software boundaries, diagnosing and resolving issues.
• Document device feedback and complaints per quality management system requirements.
• Support Customer Success with onboarding questions and create training resources.
• Own internal operations projects; specify requirements for internal tools and improve workflows.
• Track support trends and translate insights into product improvements.
• Collaborate with Product, Engineering, Quality, Regulatory, and CS to resolve issues quickly.

Conocimientos

Hardware Troubleshooting

Quality Management

Documentation Writing

Remote Collaboration

Cross-functional Coordination

Descripción del empleo

Optain is seeking a Product Operations and Support Specialist to act as the Tier 2 escalation point for the robotic retinal camera and supporting software in a U.S.-based remote role. You will troubleshoot hardware and software issues, support onboarding, and help shape product and support processes.

You will feed real-world signals back to product, own tooling projects, and ensure regulatory documentation is rigorous while collaborating with Product, Engineering, Quality and CS teams.