Healthcare is in crisis and the people behind the results deserve better. With more and more data coming from wearables, lab tests, and patient–doctor interactions, we’re entering an era where data is abundant. Junction is building the infrastructure layer for diagnostic healthcare, making patient data accessible, actionable, and automated across labs and devices. Our mission is simple but ambitious: use health data to unlock unprecedented insight into human health and disease. If you're passionate about how technology can supercharge healthcare, you’ll fit right in. Backed by Creandum, Point Nine, 20VC, YC, and leading angels, we’re working to solve one of the biggest challenges of our time: making healthcare personalized, proactive, and affordable. We’re already connecting millions and scaling fast. Short on time? TL;DR - You: Investigate complex escalations involving our product, labs, and vendor systems. - Focus: Figuring out what actually happened when something breaks makes sure each problem only occurs once. - Location: Fully remote (EST timezone only) Why we need you Healthcare is exception-driven. The edge case isn’t a nuisance — it’s the work. Every payer routing issue, unexpected lab result, or broken workflow represents a real patient whose care depends on someone resolving it correctly. Junction's product connects healthcare, lab operations, and developer infrastructure. That creates a constant stream of complex, cross-functional problems. This role exists because handling those problems well isn't a side effect of building a great product — it's a prerequisite. This is a founding Product Ops role reporting to the Head of Product. You’ll work across engineering, support, operations, and external partners to investigate complex issues and drive them to resolution. The impact of your work will be making these issues faster to understand, faster to resolve, and less likely to happen again. What you'll do - Play a key role in our release process: coordinating alpha testing, collecting usability insights, and ensuring readiness for broader rollout. - Communicate release changes to customers and support training on new features. - Investigate complex escalations from Support — across product behavior, lab systems, and vendor integrations — and figure out what actually happened. - Work with engineering, operations, and vendors to resolve issues and clarify how the system should behave. - Identify recurring issues and turn them into clear inputs for PMs and engineers. - Turn investigations into documentation, escalation paths, and playbooks so the team doesn't have to rediscover the same problems. Requirements - Startup ops experience: you’ve worked in Product Ops, Biz Ops, TPM, or a similar role at an early-stage company where things can be messy — systems don’t always behave as expected, and roles evolve as the company grows. You have pattern recognition when to just solve a one-off problem, and when to build out a repeatable process. - Ownership across teams: when something breaks across support, engineering, vendors, or customers, you’re the person who follows it through until the real cause is understood and resolved. You don’t just solve the symptom, you solve the root cause too. - Technical curiosity: you don’t need to write production code, but you’re comfortable digging into APIs, logs, and data to understand what’s happening. You’re excited about the details, as much as the big picture. - Comfortable working with key external vendors: as a platform, many of our challenges require you to go outside of the company to get information, and resolve questions or issues. You are comfortable working across internal teams, and you are effective in working with and coordinating with external customers, vendors and partners. Nice to have - Experience supporting B2B developer-centric API platform products. - Experience in healthcare, diagnostics, or lab operations. - Comfort working with systems and processes that have a physical component (logistics, manufacturing, etc.) - Prior founding or first-ops-or-product-hire experience. - Familiarity with lab information systems, clinical workflows or equivalent. What this role is not This role touches a lot of surfaces, so worth being specific: - Not Product Management. PMs own the roadmap and prioritization. Your role is surfacing production issues and patterns that inform those decisions. - Not engineering. Engineers own architecture and internal tooling. You investigate issues and coordinate resolution across teams. - Not frontline support. Support manages customer channels. You handle the issues they escalate when deeper investigation is needed. Important details before applying: - We only hire folks physically based in GMT and EST timezones - more information here. - We do not sponsor visas right now given our stage