Product Operations and Support Specialist (AI Healthcare)

Location: Remote within the U.S.

Company

hirify.global is a startup studio focused on launching healthcare companies that use artificial intelligence and technology to improve access, quality, and cost of care.

What you will do

• Provide Tier 2 support for customers using Optain’s robotic retinal camera and supporting software.
• Reproduce, diagnose, and resolve issues across hardware, image capture, image quality, connectivity, EHR integrations, and user technique.
• Document and route device feedback and complaints under the quality management system and applicable medical device regulations.
• Support Customer Success with onboarding, troubleshooting guides, knowledge base articles, and training resources.
• Own internal support tooling, workflow improvements, and cross-functional product operations projects.
• Analyze support and complaint trends and translate recurring issues into prioritized product improvements.

Requirements

• 3+ years of experience in technical support, product support, application support, or product operations for SaMD or combined hardware-software medical devices.
• Ability to troubleshoot hardware-software boundaries and reproduce issues on equipment at remote customer sites.
• Experience with quality management systems and complaint handling in a regulated environment, including FDA 21 CFR 820/QMSR, ISO 13485, or EU MDR.
• Understanding of reportable complaints and potential adverse events.
• Strong written communication skills and experience creating knowledge base articles, runbooks, or training materials.
• Experience gathering requirements, prioritizing work, and completing cross-functional projects with minimal oversight in a remote team.

Nice to have

• Experience with imaging medical devices, telemedicine, EHR integrations, or clinical workflows in primary care or point-of-care settings.

Culture & Benefits

• Competitive base salary, performance-based bonus, and potential equity upside in Optain.
• Top-tier health, vision, and dental benefits.
• Monthly health and wellness reimbursement.
• Opportunity to work at the intersection of artificial intelligence and healthcare while helping scale a medical device product.
• Collaboration with healthcare provider networks, academia, and industry experts in a close-knit team.