Product Operations and Support Specialist

Aegis Ventures

. Serve as Tier 2 support for customers escalating device feedback, complaints, and semi-technical product issues .

Posted 9/18/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting hardware and software issues within regulated medical device environments, with a strong focus on quality management systems and complaint handling. Capable of creating training resources and knowledge base articles while effectively collaborating across teams to drive product improvements.

Highest-signal resume keywords

Technical Support ExperienceQuality Management Systems FamiliarityComplaint Handling Processes KnowledgeCross-Functional Project CoordinationStrong Written Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Hardware-Software IssuesReproducing Technical IssuesQuality Management SystemsComplaint HandlingBuilding Knowledge Base ArticlesRequirements GatheringProject OwnershipAnalyzing Support TrendsEHR IntegrationImaging Medical Devices

Soft Skills

Operational InitiativeClear Technical Communication

Industry Keywords

Software as a Medical DeviceFDA 21 CFR 820ISO 13485EU MDRClinical WorkflowsTelemedicinePoint-of-Care Setting

About the role

Key responsibilities & impact

Serve as Tier 2 support for customers escalating device feedback, complaints, and semi-technical product issues
Reproduce, diagnose, and resolve problems across hardware, software, image quality, connectivity, EHR integration, and user technique
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 internal product-team operations and projects, including requirements for support tooling and workflow improvements
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
Partner with Product, Engineering, Quality, Regulatory, and Customer Success to resolve issues quickly while maintaining regulated medical-device documentation rigor
Report to the VP of Product

Requirements

What you’ll need

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 and isolate 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 regulated environments, including FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR
Understanding of reportable complaints and potential adverse events
Strong written communication skills
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

Comp & perks

Competitive compensation package, including a strong base salary, performance-based bonus, and the chance to earn equity upside in Optain
This role is scoped to grow, with broader ownership of customer operations expected as the US 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
Highly talented, close-knit team and world-leading mentors serving as a support network and sounding board
Equal Opportunity Employer