Medical Device Support Specialist
Job Summary
As a remote Product Operations and Support Specialist, the successful candidate will manage Tier 2 support for customers using a robotic retinal camera and its associated software, troubleshoot hardware-software issues, and enhance internal operations for the product team.
Key responsibilities
- Serve as Tier 2 support, diagnosing and resolving customer-reported issues across hardware and software
- Document and route device feedback and complaints in compliance with quality management systems and regulations
- Own internal operations and projects, improving support workflows and coordinating cross-functional initiatives
Required qualifications
- 3+ years in technical support or product operations for software as a medical device (SaMD) or combined hardware-software medical devices
- Experience troubleshooting issues across hardware-software boundaries in a regulated environment
- Familiarity with quality management systems and complaint-handling processes, including FDA regulations
- Strong written communication skills with a history of creating knowledge base articles and training materials
- Operational initiative and experience driving cross-functional projects to completion in a remote setting
Complete Job Description
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