Senior Technical Support Engineer

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.

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)

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.

• First point of contact for technical issues raised by customers and clinical sales representatives; own each case from intake through resolution or escalation
• Remotely d iagnose 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 expand to Quality/Regulatory within the time frames 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

• 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

• 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
• 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,…