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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting hardware-software issues and managing customer feedback within regulated environments. Proficient in creating knowledge resources and driving cross-functional projects to enhance product support and quality management.
Highest-signal resume keywords
Technical Support ExperienceTroubleshooting Hardware-Software IssuesQuality Management Systems FamiliarityKnowledge Base Article CreationProject Ownership Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingQuality Management SystemsComplaint-Handling ProcessesTechnical DocumentationRequirements GatheringProduct Improvement RecommendationsEHR IntegrationImaging Medical DevicesRemote SupportOperational Initiative
Soft Skills
Strong Written CommunicationAbility to Explain Technical ConceptsCollaborationCustomer AdvocacyProject Management
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 the hardware-software boundary
- Distinguish camera or hardware faults from software, image-quality, connectivity, EHR-integration, or user-technique issues
- 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 product-team internal operations and projects, including requirements for support tooling and improved support and complaint-handling workflows
- 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
- Represent the voice of the customer within the product organization
- Partner with Product, Engineering, Quality, Regulatory, and Customer Success
- 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, isolating 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 a regulated environment, such as FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR
- Understanding of reportable complaints and adverse events
- Strong written communication
- 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
- Role scoped to grow with broader ownership of customer operations as the U.S. 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
- Close-knit team and world-leading mentors providing professional support and guidance