Senior Technical Support Engineer

About the Opportunity 

Mendaera is looking for a Senior Technical Support Engineer to be the first point of contact for technical support across our customer accounts and clinical sales team. You will own frontline issue intake, triage, and resolution for systems in the field; partner with Engineering to drive serviceability into the product; and help build the service function itself - tooling, knowledge base, escalation paths, and metrics. Reports to the Sr. Director of Operations. On-site. 

Salary Range: $105,000 - $145,000 (hourly position)

About You 

We are looking for self-directed problem solvers with strong electromechanical and systems troubleshooting skills who are energized by being the person a customer or sales rep calls first, communicate calmly with clinical audiences under time pressure, translate messy field symptoms into failure data Engineering can act on, and would rather build a support process than inherit one. 

Responsibilities: 

Frontline technical support (customers & clinical sales team) 

• First point of contact for technical issues raised by customers and clinical sales representatives; own each case from intake through resolution or escalation 

• Remotely diagnose and resolve system issues with the robot, consumables, cart and software using phone, video, system logs, and error codes 

• Triage and prioritize with clear step-by-step guidance for non-engineering users, and log every interaction in the ticketing/CRM system with accurate symptom, root-cause, and resolution detail 

• Recognize potential product feedback/complaints and escalate to Quality/Regulatory within the timeframes required by company procedures 

• Perform on-site service visits when issues cannot be resolved remotely, and support the sales team during demos, evaluations, and installations 

Serviceability & partnership with Engineering 

• Act as the voice of the field inside Engineering: analyze support case and field failure trends and translate them into prioritized serviceability and reliability improvements 

• Partner on design-for-serviceability reviews covering diagnostics, error codes and log content, modularity, field-replaceable units, and tool access 

• Define service requirements, acceptance criteria, and field-service test methods for new product introductions, and confirm documentation, tooling, and spare parts are ready before release 

• Support root-cause investigations, CAPA, and engineering change orders (ECOs) with field data and returned-unit analysis 

Building out the service capability 

• Establish and mature core support infrastructure - ticket intake and triage workflow, escalation tiers, response and resolution targets, and coverage model 

• Build the technical knowledge base and maintain work instructions, service manuals, and troubleshooting guides under document control; deliver technical training for clinical sales, field personnel, and future support hires 

• Define and report service KPIs (first-contact resolution, time to resolution, escalation rate, top failure modes) and use them to drive improvement 

Commercial Demo & service fleet support 

• Build, configure, and commercial demo units to functional and cosmetic standards, executing verification protocols and documenting results per quality requirements 

• Perform preventive maintenance, repair, and troubleshooting on units returned from the field, including decontamination and inspection per established safety procedures 

• Track fleet condition, configuration, and service history and maintain configuration control - verify units reflect current hardware, firmware, and software revisions and implement changes across the fleet 

Logistics & materials management 

• Own the service parts strategy: recommended spare-parts lists, stocking levels, and reorder points for demo units, field systems, and the depot, adjusted as failure data accumulates 

• Manage the RMA loop end to end - authorize returns, track material in transit, drive failure analysis on returned units, and close the loop with the customer or sales rep 

Required skills and experience: 

• Bachelor's degree in Electrical, Mechanical, Biomedical, or Systems Engineering, or an Associate degree in a related technical field with equivalent hands-on experience 

• 5+ years in technical support, field service, or service/sustaining engineering on complex electromechanical or robotic systems, with direct customer-facing responsibility for issue resolution 

• Hands-on experience with mechatronic systems combining mechanical, electrical, and software elements, including software/firmware updates and use of system logs and error codes 

• Demonstrated ability to troubleshoot complex systems to the component or subassembly level using diagnostic tools and test equipment 

• Comfortable at the Linux command line - filesystem navigation, parsing system and application logs, diagnostic utilities, service and process management, and SSH/SCP 

• Ability to read technical drawings appropriate to your background: electrical schematics, wiring and block diagrams, and/or mechanical drawings, assembly views, and GD&T 

• Ability to work within a controlled quality system - released work instructions, good documentation practices, and calibrated test equipment - in a fast-paced startup environment 

• Strong verbal communication and organizational skills; comfortable guiding remote users in real time while managing bench work, support calls, and administrative tasks in parallel 

• Experience owning cases in a ticketing or CRM system against defined response targets, and authoring service documentation that feeds field findings back into engineering 

Preferred: 

• Experience supporting capital medical equipment in hospital or procedural environments - surgical or interventional robotics, imaging, or comparable platforms 

• Experience standing up or scaling a technical support function at an early-stage company, including knowledge base, escalation tiers, and service metrics 

• Familiarity with quality system documentation, change control, complaint handling, MDR reporting, and CAPA under 21 CFR Part 820 and ISO 13485 

• Experience with remote diagnostics, log analysis, and service software tooling 

Working conditions & physical requirements: 

• Split between remote support (phone, video, ticketing) and hands-on lab/bench time, with occasional warehouse work 

• Handles equipment returned from clinical environments; requires decontamination, ESD, and bloodborne-pathogen protocols, lifting up to [50] lbs, and standing for extended periods 

• Schedule flexibility for live field calls across time zones; travel up to 25%. Site visits may require vendor credentialing, health screening, and site-access training