Product Support Manager

About the Opportunity

Mendaera is developing technology that will enable all healthcare providers to do more for their patients. Our platform combines real-time imaging, robotics, and artificial intelligence to make precise and consistent intervention more accessible. Our aim is to eliminate barriers in the patient journey, accelerate recovery, delight customers, and reduce cost of care.

The annual salary range for this role is $125,000 to $142,000.

Responsibilities

• Own overall product support readiness, ensuring troubleshooting workflows, service tools, FRU strategies, and diagnostic resources are well-developed.
• Lead root-cause investigations for systemic issues and drive cross-functional corrective actions with Engineering, Product, and Quality.
• Define and maintain serviceability requirements for new features, hardware updates, and system enhancements.
• Partner with R&D, Quality and Regulatory on failure analysis, field data review, release processes and reliability improvement initiatives.

Knowledge & Documentation Management

• Create, structure, and govern service documentation: troubleshooting guides, FRU replacement procedures, work instructions, service bulletins, and support playbooks.
• Build and maintain an internal and external knowledge base, ensuring continuous updates from field learnings.
• Establish documentation standards, revision control practices, and release processes with Quality and Regulatory.

Service Readiness & Cross-Functional Alignment

• Ensure readiness for new hardware/software releases by aligning support materials, tools, training, and processes prior to field deployment.
• Participate in FMEAs, design reviews, hazard analyses, and post-market surveillance activities.
• Collaborate closely with Product Management and Engineering to ensure serviceability is incorporated early in the design lifecycle.
• Develop and maintain service readiness deliverables for all deployments and upgrades.

Field & Remote Support Enablement

• Provide technical guidance and advanced troubleshooting support to Field Service Engineers, Remote Support Specialists, and Clinical teams.
• Troubleshoot software-related issues, including Linux-based subsystems, application logs, networking, services, and system-level diagnostics.
• Translate common failure modes into clear troubleshooting pathways that improve first-call resolution and reduce escalations.
• Analyze field performance data to identify trends and drive corrective or preventive actions.

Service Operations Support

• Support in-house repair strategies, including refurbishment processes, testing requirements, and repair documentation.
• Collaborate on FRU lifecycle management, including specifications, readiness criteria, troubleshooting procedures, and yield tracking.
• Partner with Supply Chain and Engineering on FRU cost optimization and repair-versus-replace decisions.
• Maintain support materials for demo systems and ensure demo units reflect commercial configuration and quality.
• Provide technical insight supporting demo system troubleshooting and rapid turnaround needs.

Process Innovation & Tooling

• Evaluate and implement tools to improve issue triage, documentation workflows, remote diagnostics, logging, and automation.
• Support development and refinement of software diagnostic tooling, including scripts, logs, system monitors, and Linux-based utilities used by field and remote support teams.
• Define and monitor key support metrics (MTTR, FRU yield, recurrence rates, knowledge article utilization).
• Collaborate with Operations and Supply Chain on FRU strategies, component-level investigations, and reliability improvements.

Training & Enablement

• Develop and maintain training curriculum for internal service teams (hands-on, digital, and classroom).
• Partner with Training & Education on customer-facing technical materials and advanced troubleshooting modules.

Qualifications

Required

• Bachelor’s degree in Engineering, Biomedical, or related technical field.
• 5+ years in product support, field service, or technical support for complex electromechanical or robotic medical devices.
• Strong troubleshooting and root-cause analysis skills.
• Experience supporting Linux-based systems (CLI navigation, log analysis, service management, networking, system architecture awareness).
• Excellent technical writing and communication abilities.
• Understanding of FDA and ISO 13485 quality system requirements.
• Demonstrated ability to lead cross-functional initiatives and influence without authority.

Preferred

• Experience in high-growth Med Tech or startup environments.
• Experience scaling service documentation or knowledge systems.
• CRM and support platform familiarity (Salesforce, Zendesk, Jira, Confluence).
• Exposure to repair depot operations, FRU management, or demo fleet support.
• Familiarity with Dev Ops or embedded Linux concepts (containers, system logs, firmware deployment tools, networking).
• Understanding of cybersecurity considerations for connected medical devices.

What Success Looks Like

• Upstream design influenced by clear serviceability…