Mission Support Specialist

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 Experience: 2 years required