Product Operations and Support Specialist
for section headings. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc.
We need to include sections only when posting has real specific content. All sections have content.
We must not include Pay/Schedule/Benefits unless posting actually states them. Benefits are present: "Competitive compensation package... Top-tier health, vision, and dental benefits. Generous monthly health and wellness reimbursement." So we can have Benefits section. Pay? It mentions competitive compensation package, strong base salary, performance-based bonus, equity upside. That's compensation info, but not explicit numbers. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation package, base salary, bonus, equity. That's pay info. So we could include a Pay section? However they said prefer a few substantive sections over many thin ones. Could combine compensation and benefits into one "Compensation and Benefits" section? But headings list includes Pay, Benefits, Schedule separate. We could create a Benefits section and maybe incorporate compensation details there? But they said "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation package, base salary, bonus, equity. So we could create a Pay section with that info. Also Benefits section with health benefits and wellness reimbursement. Could combine but better to follow headings: Pay, Benefits. However they said prefer a few substantive sections over many thin ones. Having both Pay and Benefits might be thin but each has content. Could combine into "Compensation and Benefits" but that's not one of the allowed headings? The allowed headings list includes Pay, Benefits, etc. It didn't forbid creating a combined heading not in list? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive? Likely they expect those headings. Safer to use those headings when applicable. So we can have Pay and Benefits separate.
Schedule: not mentioned, so omit.
Now we need to extract content.
About The Company: paragraph(s). We'll put in
.
About The Job: paragraph(s) describing role.
What You'll Do: list of duties. We'll make
- each bullet.
What You'll Need: list of requirements. We'll make
- .
What We Offer: list of offerings. We'll make
- .
Why Optain?: paragraph(s) maybe bullet? It's a few sentences. We'll put in
.
We must not include duplicated lines. Ensure we capture all.
Let's extract content precisely.
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."
That's all.
About The Job:
"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."
What You'll Do bullets:
- Serve as Tier 2 support for customers who escalate 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 Quality in tracking and analyzing support and complaint trends, translate recurring problems into prioritized product improvement recommendations, and serve as a voice of the customer within the product organization.
- Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success to ensure issues are resolved quickly while meeting the documentation rigor required of a regulated medical device.
What You'll Need bullets:
- 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.
- Demonstrated ability to troubleshoot across hardware-software boundaries, isolating whether a problem originates in a hardware device, software, image quality, connectivity, or user technique.
- Ability to reproduce issues occurring on equipment at a remote customer site.
- Familiarity working within a quality management system and complaint-handling processes in a regulated environment (e.g., FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR), including an understanding of when an issue may be a reportable complaint or adverse event.
- Strong written communication, with a track record of building knowledge base articles, runbooks, or training that enables less-technical teammates to resolve issues independently. Demonstrated ability to explain technical concepts clearly to non-technical users.
- Operational initiative and project ownership experience, including 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.
What We Offer bullets:
- 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. As the US footprint expands, we expect the person in it to take on broader ownership of customer operations.
- Top-tier health, vision, and dental benefits.
- Generous monthly health and wellness reimbursement.
- Unparalleled exposure to business scaling at the intersection of artificial intelligence and healthcare.
- The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry.
- A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your professional journey.
Why Optain? paragraph:
- "Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!"
Now we need to output HTML fragment only, no markdown fences.
We'll structure:
About the Company
...
About the Job
...
What You'll Do
- ...
...
What You'll Need
...
What We Offer
...
Why Optain?
...
Potentially also include Pay and Benefits sections? But we already put compensation and benefits in What We Offer. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation and benefits, but we have them inside What We Offer. That's okay; we are not creating separate Pay/Benefits sections. The instruction says prefer a few substantive sections over many thin ones. So combining compensation and benefits into What We Offer is fine.
Thus we will not create separate Pay or Benefits sections.
Check that we didn't miss any substantive info: The "About The Company" includes all. "About The Job" includes all. "What You'll Do" includes all bullets. "What You'll Need" includes all bullets. "What We Offer" includes all bullets. "Why Optain?" includes the final paragraph.
We removed boilerplate like cookie/navigation/legal/EEO etc. There's none in the given text.
Now output HTML.
Be careful to escape any HTML special characters? The text includes ampersands & etc. Should we escape? Usually we can keep as is; but to be safe we can keep as is; it's plain text inside and
- . Ampersand is okay but could be interpreted as entity start. Better to escape as &. However the instruction didn't mention escaping; but typical safe output would escape. However we risk altering content. Usually they'd accept raw text. I'll keep as is but replace & with & where needed. Let's do that.
Check text for &:
- "AI and machine learning" -> "AI and machine learning" contains "and". No &.
- "U.S.-based" no &.
- "FDA 21 CFR 820 / QMSR" no &.
- "ISO 13485" no &.
- "EU MDR" no &.
- "SaMD" no &.
- "AI-enabled" no &.
- "U.S." no &.
- "AI" no &.
- "AI" again.
- "AI" in "artificial intelligence".
- "AI" in "artificial intelligence".
- No &.
Actually there is an ampersand in "AI and machine learning"? No &.
There's an ampersand in "healthcare provider networks, academia, and industry." No &.
Thus no & to escape. There's an apostrophe in "Optain’s". That's a curly apostrophe ’ which is not ASCII; could cause issues. Better to replace with
for prose. We need to preserve all substantive information, not invent or summarize away detail. Remove boilerplate etc. We need to include sections only when posting has real specific content. All sections have content. We must not include Pay/Schedule/Benefits unless posting actually states them. Benefits are present: "Competitive compensation package... Top-tier health, vision, and dental benefits. Generous monthly health and wellness reimbursement." So we can have Benefits section. Pay? It mentions competitive compensation package, strong base salary, performance-based bonus, equity upside. That's compensation info, but not explicit numbers. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation package, base salary, bonus, equity. That's pay info. So we could include a Pay section? However they said prefer a few substantive sections over many thin ones. Could combine compensation and benefits into one "Compensation and Benefits" section? But headings list includes Pay, Benefits, Schedule separate. We could create a Benefits section and maybe incorporate compensation details there? But they said "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation package, base salary, bonus, equity. So we could create a Pay section with that info. Also Benefits section with health benefits and wellness reimbursement. Could combine but better to follow headings: Pay, Benefits. However they said prefer a few substantive sections over many thin ones. Having both Pay and Benefits might be thin but each has content. Could combine into "Compensation and Benefits" but that's not one of the allowed headings? The allowed headings list includes Pay, Benefits, etc. It didn't forbid creating a combined heading not in list? It says use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It gives examples but not exclusive? Likely they expect those headings. Safer to use those headings when applicable. So we can have Pay and Benefits separate. Schedule: not mentioned, so omit. Now we need to extract content. About The Company: paragraph(s). We'll put in
. About The Job: paragraph(s) describing role. What You'll Do: list of duties. We'll make
- each bullet.
What You'll Need: list of requirements. We'll make
- .
What We Offer: list of offerings. We'll make
- .
Why Optain?: paragraph(s) maybe bullet? It's a few sentences. We'll put in
. We must not include duplicated lines. Ensure we capture all. Let's extract content precisely. 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." That's all. About The Job: "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." What You'll Do bullets: - Serve as Tier 2 support for customers who escalate 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 Quality in tracking and analyzing support and complaint trends, translate recurring problems into prioritized product improvement recommendations, and serve as a voice of the customer within the product organization. - Partner closely with Product, Engineering, Quality, Regulatory, and Customer Success to ensure issues are resolved quickly while meeting the documentation rigor required of a regulated medical device. What You'll Need bullets: - 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. - Demonstrated ability to troubleshoot across hardware-software boundaries, isolating whether a problem originates in a hardware device, software, image quality, connectivity, or user technique. - Ability to reproduce issues occurring on equipment at a remote customer site. - Familiarity working within a quality management system and complaint-handling processes in a regulated environment (e.g., FDA 21 CFR 820 / QMSR, ISO 13485, or EU MDR), including an understanding of when an issue may be a reportable complaint or adverse event. - Strong written communication, with a track record of building knowledge base articles, runbooks, or training that enables less-technical teammates to resolve issues independently. Demonstrated ability to explain technical concepts clearly to non-technical users. - Operational initiative and project ownership experience, including 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. What We Offer bullets: - 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. As the US footprint expands, we expect the person in it to take on broader ownership of customer operations. - Top-tier health, vision, and dental benefits. - Generous monthly health and wellness reimbursement. - Unparalleled exposure to business scaling at the intersection of artificial intelligence and healthcare. - The opportunity to help solve difficult problems and collaborate with world-class experts from healthcare provider networks, academia, and industry. - A chance to work with a highly talented, close-knit team and world-leading mentors who can act as a support network and sounding board throughout your professional journey. Why Optain? paragraph: - "Make a real difference: Your work will help solve difficult problems as you collaborate with world-class experts from healthcare provider networks, academia, and industry. Join Optain in transforming healthcare with AI!" Now we need to output HTML fragment only, no markdown fences. We'll structure:
About the Company
...
About the Job
...
What You'll Do
- ... ...
What You'll Need
- ...
What We Offer
- ...
Why Optain?
...
Potentially also include Pay and Benefits sections? But we already put compensation and benefits in What We Offer. The instruction: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It does state compensation and benefits, but we have them inside What We Offer. That's okay; we are not creating separate Pay/Benefits sections. The instruction says prefer a few substantive sections over many thin ones. So combining compensation and benefits into What We Offer is fine. Thus we will not create separate Pay or Benefits sections. Check that we didn't miss any substantive info: The "About The Company" includes all. "About The Job" includes all. "What You'll Do" includes all bullets. "What You'll Need" includes all bullets. "What We Offer" includes all bullets. "Why Optain?" includes the final paragraph. We removed boilerplate like cookie/navigation/legal/EEO etc. There's none in the given text. Now output HTML. Be careful to escape any HTML special characters? The text includes ampersands & etc. Should we escape? Usually we can keep as is; but to be safe we can keep as is; it's plain text insideand
- . Ampersand is okay but could be interpreted as entity start. Better to escape as &. However the instruction didn't mention escaping; but typical safe output would escape. However we risk altering content. Usually they'd accept raw text. I'll keep as is but replace & with & where needed. Let's do that. Check text for &: - "AI and machine learning" -> "AI and machine learning" contains "and". No &. - "U.S.-based" no &. - "FDA 21 CFR 820 / QMSR" no &. - "ISO 13485" no &. - "EU MDR" no &. - "SaMD" no &. - "AI-enabled" no &. - "U.S." no &. - "AI" no &. - "AI" again. - "AI" in "artificial intelligence". - "AI" in "artificial intelligence". - No &. Actually there is an ampersand in "AI and machine learning"? No &. There's an ampersand in "healthcare provider networks, academia, and industry." No &. Thus no & to escape. There's an apostrophe in "Optain’s". That's a curly apostrophe ’ which is not ASCII; could cause issues. Better to replace with
- .
Why Optain?: paragraph(s) maybe bullet? It's a few sentences. We'll put in
- .
What We Offer: list of offerings. We'll make