Technical Operations and Customer Support Engineer

Ann Arbor, MI-based Ocu Sciences Inc. is a medical diagnostic device company developing a rapid, novel, and patented non-invasive ocular imaging modality. The product, Ocu Met Beacon, is being developed to assess retinal diseases, such as diabetic retinopathy, macular degeneration, and glaucoma, before irreversible cell death becomes visible.

Ocu Sciences is seeking a technically capable and highly organized individual to support customer service, product verification and validation (V&V), manufacturing operations, and technical support activities within a regulated medical device environment.

This cross-functional role is integrated across product development and customer support and ideal for someone who enjoys balancing hands-on technical work, customer interaction, troubleshooting, process improvement, and documentation responsibilities in a growing company environment.

• Serve as the primary point of contact for customer technical support and follow-up activities for customers in an ophthalmology or optometry clinical setting.
• Support customer onboarding and training coordination activities.
• Document and respond to customer inquiries in a timely, professional, and solution-oriented manner.
• Troubleshoot software, hardware, and operational issues. Coordinating with engineering if escalation is necessary.
• Assist in the development of FAQs, troubleshooting guides, and customer support documentation.

• Support instrument setup, incoming inspection, configuration, testing, and shipment preparation.
• Assist with manufacturing documentation and process controls.
• Assist with documenting repeatable processes to improve knowledge transfer within the organization.

• Execute verification and validation protocols for medical device systems and related software.
• Support preparation and maintenance of V&V documentation, protocols, reports, and traceability records.
• Collect and analyze test data and support investigation activities.
• Participate in CAPA, nonconformance, and root cause analysis activities.

• Bachelor’s degree or equivalent technical experience in engineering, biomedical technology, quality systems, IT support, or related field.
• Experience in a regulated and quality-controlled environment.
• Demonstrated strong troubleshooting and problem-solving skills
• Ability to manage multiple priorities and follow through independently.
• Comfortable working in a fast-paced startup environment

• ISO 13485 and/or ISO 9001 experience.
• Medical device experience with particular emphasis on software.