The Role

orthobrain® is seeking a Product Engineer to help support our suite of digital products, including:

• OB3, our flagship PHP‑based web application
• CRM application
• iOS and Android mobile apps

This is a handson, hybrid role based in Richfield, Ohio, with approximately 95% focused on product support and 5% on internal IT support (mostly MSP coordination and escalation support).

This role is perfect for someone early in their career who enjoys learning and developing new software systems, cares about quality, and loves helping people solve problems.

Internal IT support is primarily provided by our managed service provider (MSP). In this role, you’ll serve as a backup and internal coordinator—reviewing requests, helping with escalation, and ensuring issues are tracked through resolution.

Role Progression

This role is designed to grow into deeper technical ownership of our products. Over time, the Product Engineer will:

• Develop familiarity with the OB3, CRM, and mobile app codebases
• Troubleshoot issues using logs, API calls, and basic debugging techniques
• Collaborate more directly with external developers on technical decisions
• Take ownership of development tasks, enhancements, and fixes
• Support long‑term maintainability and quality of the platform

What You’ll Do

Product Support (≈ 95%)

Support across OB3, CRM, and mobile applications:

• Assist with gathering, refining, and organizing product requirements and user stories (OB3, CRM, and mobile)
• Maintain and groom the product backlog under guidance of the VP of Technology (triage, prioritization support, and clear acceptance criteria)
• Perform User Acceptance Testing (UAT) and regression testing for OB3, CRM, and mobile releases
• Reproduce, document, and escalate product issues reported by customers and internal teams (steps to reproduce, expected vs. actual, screenshots/logs)
• Track defects and validation results; support clear, timely communication with our external development partner
• Support release readiness: release notes, validation checklists, rollout coordination, and internal communication
• Gather user feedback, support trends, and pain points; help translate insights into prioritized improvements
• Participate in sprint ceremonies and product discussions; help keep work moving by clarifying scope, risks, and acceptance criteria
• Perform firstpass technical investigation for product issues (logs, basic SQL/API checks, repro in test environments) to speed resolution
• Create and maintain clear product documentation (howto guides, release notes support, and internal runbooks) to help users and teammates use systems effectively

Continuous Improvement

• Identify opportunities to enhance testing processes, documentation, and requirements quality
• Apply best practices in QA, product management, and IT support
• Improve workflow consistency by identifying and bridging gaps across systems and processes

IT Support (MSPFirst; Escalation & Review, ≈ 5%)

Monitor internal IT requests submitted to the MSP and support escalation review (status, responsiveness, clarifying symptoms, and ensuring tickets have the right context)

• Coordinate newhire onboarding/offboarding by requesting accounts/access/equipment through the MSP and verifying completion
• Track escalated tickets to closure, validate resolution with internal users, and create/maintain internal IT howtos to reduce repeat requests
• (Note: IT support responsibilities are internal-facing and do not include external customer support.)

Skills & Qualifications

Required:

• Experience with product and engineering tracking tools (e.g., Jira, Confluence, or similar platforms) used to manage requirements, defects, and development work
• Basic understanding of QA principles and software testing
• Strong analytical and problem‑solving ability
• Clear written and verbal communication
• Detail‑oriented with strong organizational habits
• Ability to work across multiple task types and switch contexts smoothly

Nice to Have:

• Experience working with an MSP or helpdesk workflow (ticket intake, escalation, and followthrough)
• Exposure to Agile or Scrum environments
• Experience with Microsoft 365 administration
• Experience in healthcare, dental, or regulated software environments

Experience & Education

• Bachelor’s degree in Computer Science, Information Technology, or related field or equivalent practical experience
• 2+ years of handson experience in product support, QA/testing, customer support for software, or operations roles supporting software teams
• Practical experience working within the software development lifecycle and Agile methodologies, including participation in sprints, reviews, and iterative delivery

Why Join orthobrain®?

• Real ownership and meaningful responsibilities
• Hands‑on exposure to product development, QA, CRM systems, and mobile applications
• Collaboration with experienced product leaders and engineers
• Opportunity to grow toward product engineering, QA, IT operations, or technical project roles
• Work on a mission‑driven healthcare technology platform with real impact