Who are we?

Radius XR is a portable Vision Diagnostic and Patient Engagement system that combines medical-grade diagnostics, practice management, and patient education tools in a single wearable AR/VR device. The total hardware and software system helps medical professionals diagnose patients accurately, grow their eye care practices, enhance patient engagement, and reduce staff workload by enabling patients to perform self-guided vision exams with minimal supervision. Radius XR is a new and innovative technology that has received the CES 2023 Innovation awards in digital health and AR/VR categories.

Radius XR has matured from IrisVision, which was featured by the New York Times, Wall Street Journal, Forbes, and has received numerous awards, including the CES 2019 Innovation Award, FastCompany’s Most Innovative Award, and the 2022 Tri-Valley #GameChanger Award.

Why Join RadiusXR:

Do Good: Help clinicians shift to innovative technology to improve vision care for their patients. You’ll be making a real difference in thousands of lives every day.
Do Well: Join a growth-stage start-up, backed by the most renowned investors in healthcare.
Leave a Mark: Work with the best research and healthcare institutions to revolutionize vision care through our innovative Radius platform.
Grow further: Wear many hats (we all do here), building very valuable experience in a growing industry.
Have Fun: Become a part of a small, close-knit team working towards a common goal. A brand-new office helps, too!

What are we looking for?

We’re looking for a detail-oriented, proactive Customer Support & Onboarding Specialist (Tier II Support) who leads with empathy and delivers white-glove service. If you’re passionate about customer success and thrive in a fast-paced, collaborative environment, we’d love to hear from you.

About the Role:

You will serve as a trusted resource for customers and sales partners, guiding new customers through a seamless onboarding experience via virtual sessions and providing responsive technical support to both customers and sales partners. Responsibilities include owning these relationships through timely, empathetic issue resolution, maintaining clear, accessible documentation that empowers users and partners to succeed, and proactively communicating throughout the support journey. You will partner closely with Sales and Development teams to advocate for customer and partner needs, contribute to UAT and software releases with the end-user experience in mind, and capture field feedback in Salesforce to drive continuous product improvement.

Additional requirements include:

Responsibilities:

Lead high-quality live virtual onboarding sessions with new and existing customers
Provide advanced technical support for the RadiusXR platform, including hardware (Radius system) and software components
Diagnose and resolve technical issues reported by clinical staff, doctors, and sales partners.
Serve as the customer-facing specialist for EHR/PACS integrations, leading discovery and integration calls independently
Collaborate with Development and Engineering teams to escalate and resolve critical issues
Uphold and advance RadiusXR’s white-glove standard of customer care
Maintain accurate records and customer feedback in Salesforce
Participate in UAT for software releases
Documentation for bug reporting and UX improvements
Support Sales partners with general questions and technical guidance

Requirements:

2–3 years of experience in Tier II technical support
Strong troubleshooting and problem-solving skills with the ability to analyze complex technical issues
Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical users
Self-motivated and able to work independently without reminders
Experience with support tools such as Salesforce, Zendesk, Jira, Slack, and G Suite
Comfortable working cross-functionally with technical and non-technical teams
Experience in healthcare or eyecare is a plus, but not required
Patient, calm, and creative under pressure
Remote position with occasional travel to Radius HQ
Working hours: 9:00 AM – 5:00 PM PST | Available to start immediately

If this role excites you but you don’t check every box, we encourage you to apply — we value potential, passion, and a willingness to grow.

Location: Remote, Headquarters Pleasanton, California

Compensation: Competitive salary with benefits:

Accrued PTO – up to 3 weeks (120 hours) of paid vacation and 10 days of company holidays
401K plan with tenure
Medical Plans & HSA – Various, including Kaiser, Blue Cross/Blue Shield & Aetna
Dental Plans – Delta Dental & Aetna Dental
Vision Plans – VSP
Life Insurance – company covers up $10K
Long Term Disability – company contributes 50%
Short Term Disability – company contributes 50%
Occasional travel to Pleasanton HQ in California with tenure