Product Operations and Support Specialist

About the Company

Optain is a revolutionary healthcare company that uses groundbreaking software and hardware technology to rethink care. We use the eye as a window to the body to improve the way we detect and manage eye and systemic conditions. Optain is committed to expanding and improving care through the introduction of AI and machine learning technology in frontline care settings at an accessible price.

This not only promotes greater access to care, but promises to reduce the strains of overburdened healthcare systems.

Originally founded in Australia in 2019, Optain seeks to commercialize the inventions of Professor Mingguang He, a preeminent clinician-scientist and scholar in the field of ophthalmology. Optain has achieved regulatory approval and commercial adoption of its product suite in global markets, including Australia, Europe, and more.

In 2025, Optain received US FDA clearance for its Resolve retinal camera. Optain also recently closed a Series A funding round led by Insight Partners with participation from seven leading U.S. health system investors, including Memorial Hermann Health System, Northwell Health, Novant Health, The Ohio State University Wexner Medical Center, and UPMC. These systems collectively deliver care to 28 million patients across 25 states and have begun deploying Optain's platform across their networks, rapidly accelerating the company's footprint and expanding screening access nationwide.

As the Product Operations and Support Specialist
, you will be the escalation point for customers using Optain’s robotic retinal camera and supporting software. Because our product is a tightly integrated hardware-software medical device deployed in live clinical settings, you will troubleshoot issues that span device hardware, image capture software, image quality, connectivity, EHR integrations, and downstream teleophthalmology grading workflows. In the U.S., Optain pairs its FDA-cleared Resolve camera with rapid teleophthalmology grading;

in international markets, Optain offers AI-enabled Software as a Medical Device (SaMD) for screening common eye diseases and cardiovascular risk.

This is a high-ownership, U.S.

-based remote role on a growing product team, reporting to the VP of Product. Beyond hands-on Tier 2 support, issue investigation, and medical device complaint handling, you will enable our Customer Support team, feed real-world signal back to the Product team, and own the internal operations, tooling, and projects that make the Product and Support teams more effective.

• Serve as Tier 2 support for customers who elevate device feedback, complaints, and semi-technical product issues; reproducing, diagnosing, and resolving problems across the hardware-software boundary, distinguishing camera or hardware faults from software, image-quality, connectivity, EHR-integration, or user technique issues.
• Capture, document, and route device feedback and complaints in line with Optain’s quality management system and applicable regulations (e.g., FDA 21 CFR 820 / QMSR), recognizing when feedback may constitute a reportable complaint or potential adverse event and escalating appropriately to Quality and Regulatory.
• Support the Customer Success team with semi-technical product and onboarding questions, acting as the bridge between front-line CS and Engineering support. Contribute to knowledge base articles, troubleshooting guides, and training resources that enable CS to resolve more issues independently.
• Own internal operations and projects for the product team, including specifying requirements for internal support tooling, improving support and complaint-handling workflows, and coordinating cross-functional projects from intake to delivery.
• Support…