Product Operations and Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Operations and Support Specialist based in United States.

This is a high-ownership, remote product operations role supporting an integrated hardware-software medical device used in live clinical environments.

You will serve as a Tier 2 escalation point, investigating issues across device hardware, software, image quality, connectivity, EHR integrations, and clinical workflows.

The role combines hands‑on technical troubleshooting with product operations, customer enablement, and regulated medical device complaint handling.

You will work closely with Product, Engineering, Quality, Regulatory, and Customer Success to resolve issues and improve the customer experience.

Your analysis of real‑world product signals will help identify recurring problems and shape future product improvements.

You will also strengthen internal tooling, workflows, knowledge resources, and support processes as the U.S. footprint continues to grow.

This is an opportunity to contribute to healthcare innovation at the intersection of artificial intelligence, medical technology, and frontline clinical care.

• Serve as a Tier 2 escalation point for customer feedback, complaints, and semi-technical product issues.
• Troubleshoot problems spanning the hardware-software boundary and determine whether issues originate from the camera, hardware, software, image quality, connectivity, EHR integration, or user technique.
• Reproduce and investigate issues occurring on equipment deployed at remote customer sites.
• Diagnose technical problems systematically and coordinate appropriate resolution with internal engineering and product teams.
• Capture, document, and route device feedback and complaints in accordance with applicable quality management processes and regulatory requirements.
• Identify when customer feedback may constitute a reportable complaint or potential adverse event and escape appropriately to Quality and Regulatory teams.
• Support Customer Success with semi-technical product questions, onboarding issues, and troubleshooting requests.
• Act as a bridge between frontline Customer Success teams and Engineering support.
• Develop and maintain knowledge base articles, troubleshooting guides, runbooks, and training resources that enable Customer Success teams to resolve issues independently.
• Own product operations initiatives, including requirements gathering and specifications for internal support tools.
• Improve support, escalation, and complaint-handling workflows to increase efficiency and consistency.
• Coordinate cross-functional product and operational projects from intake through delivery.
• Support Quality teams in tracking and analyzing customer support and complaint trends.
• Translate recurring customer and product issues into prioritized recommendations for product improvements.
• Represent the voice of the customer within the product organization by bringing real-world insights into product discussions and planning.
• Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success to resolve issues efficiently while maintaining the documentation standards required for regulated medical devices.
• Identify opportunities to improve customer operations and support capabilities as the U.S. customer footprint expands.
• Take ownership of operational challenges and drive projects forward with minimal oversight in a distributed team environment.

• 3 years of experience in technical support, product support, application support, or product operations for software as a medical device or an integrated hardware-software medical device.
• Demonstrated ability to troubleshoot across…