Technical Operations and Customer Support Engineer
Other Engineering, Operations, Customer Service · Full-time
Ann Arbor, MI, USA
Posted on Jun 16, 2026
OcuSciences is seeking a technically capable and highly organized individual to support customer service, product verification and validation (V&V), manufacturing operations, and technical support activities within a regulated medical device environment.
This cross-functional role is integrated across product development and customer support and is ideal for someone who enjoys balancing hands-on technical work, customer interaction, troubleshooting, process improvement, and documentation responsibilities in a growing company environment.
Duties and Responsibilities
Customer Support and Technical Support
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Serve as a primary point of contact for customer technical support and follow-up activities for customers in an ophthalmology or optometry clinical setting.
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Support customer onboarding and training coordination activities.
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Document and respond to customer inquiries in a timely, professional, and solution-oriented manner.
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Troubleshoot software, hardware, and operational issues. Coordinating with engineering if escalation is necessary.
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Assist in the development of FAQs, troubleshooting guides, and customer support documentation.
Manufacturing and Operational Support
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Support instrument setup, incoming inspection, configuration, testing, and shipment preparation.
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Assist with manufacturing documentation and process controls.
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Assist with documenting repeatable processes to improve organizational knowledge transfer.
Verification and Validation Support
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Execute verification and validation protocols for medical device systems and related software.
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Support preparation and maintenance of V&V documentation, protocols, reports, and traceability records.
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Collect and analyze test data and support investigation activities.
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Participate in CAPA, nonconformance, and root cause analysis activities.
Specific Skills and Education
Required
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Bachelor’s degree or equivalent technical experience in engineering, biomedical technology, quality systems, IT support, or related field.
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Experience in a regulated and quality-controlled environment.
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Demonstrated strong troubleshooting and problem-solving skills
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Ability to manage multiple priorities and follow through independently.
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Comfortable working in a fast-paced startup environment
Preferred
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ISO 13485 and/or ISO 9001 experience.
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Medical device experience with particular emphasis on software.
Ocusciences is an equal opportunity employer.