Technical Service Lead– Remote Support

Location: San Mateo or Remote-East Coast-United State

**s

About Mendaera, In**

c.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 the cost of car

**e.

About the Opportuni**

ty ● We are seeking a Technical Service Lead to build and scale remote technical and clinical support for a robotic medical device capital system. This is a hands-on leadership role focused on supporting complex electromechanical, software-enabled medical devices deployed in hospitals and procedural settin

gs.● The platform includes Linux-based embedded software tightly integrated with robotic hardware, imaging, and peripherals. This role requires comfort troubleshooting Linux environments related to device operation, diagnostics, log analysis, and service workflows, not enterprise IT infrastructu

re.● This is not an IT or enterprise systems support role. The ideal candidate has experience supporting capital medical equipment or complex hardware systems, understands how hardware, software, and clinical workflows intersect, and is comfortable supporting both remote and on-site field activities as part of commercial and customer-facing operatio

ns.

The annual salary range for this role is $130,000 to - $141,

**500.

Abou**

t YouWe are seeking candidates who thrive in fast-paced environments, embrace ambiguity, can create work products from scratch, possess critical thinking skills, and are detail-orie

**nted.

Key Responsibi**

lities

● Capital System Technical, Clinical & Field

Support● Serve as the primary escalation point for complex technical issues involving robotic systems, carts, peripherals, and integrated so

ftware.● Support issues arising during installation, training, clinical use, and early commercial deployments of robotic capital equ

ipment.● Provide advanced remote support via phone, video, and secure service

tools.● Provide periodic on-site, field-based support at customer sites to s

upport:● Provide periodic on-site, field-based support at customer sites to s

upport:• System installations and g

o-lives• Clinical use and early a

doption• Complex troubleshooting or esca

lations• Commercial demonstrations, evaluations, and early customer depl

oyments● Guide field teams through troubleshooting of electromechanical, system-level, and software-related fa

ilures.● Troubleshoot Linux-based device software, including use of command-line tools for diagnostics, service logs, process monitoring, and configuration checks within approved service proc

edures.● Partner closely with Clinical, Field Service, Sales, and Technical Support teams to ensure safe, timely resolution of customer

issues._________________________________

_______Service Strategy, Knowledge Management & Service

ability● Design and scale a remote and hybrid service support model appropriate for capital medical ro

botics.● Develop, maintain, and continuously improve a service knowledge database, inc

luding:• Troubleshooting guides and decisio

n trees• Quick-reference service pro

cedures• Known issues, workarounds, and escalation g

uidance• Role-based content for Field Service, Clinical, Sales, and Suppor

t teams● Ensure knowledge content is accurate, current, and aligned with released hardware and Linux-based software ve

rsions.● Establish processes to capture learnings from field activity and convert them into durable knowledge

assets.● Support design-for-serviceability by partnering with Product Support to influence diagnostics, logging, access, and system archit

ecture.● Support service readiness for hardware and software releases, ensuring documentation, training, and knowledge content are available at

launch._________________________________

_______Cross-Functional Collab

oration● Contribute to post-market surveillance, complaint investigations, and CAPA act

ivities● Translate field issues and customer feedback into actionable engineering in

sights.● Support commercialization activities, including service readiness for new customers, new sites, and expanded clinic

al use._________________________________

_______Team Leadership & Customer A

dvocacy● Lead and mentor remote technical and clinical support resources as the organization

scales.● Establish escalation paths, operating cadences, and technical training sta

ndards.● Support onboarding and technical development of service team m

embers.● Act as a strong customer advocate, ensuring service delivery supports adoption, utilization, and long-term customer s

uccess._________________________________

_______Qualifi

cationsR

equired● Bachelor’s degree in Engineering, Biomedical Engineering, or a related technical

field.● 5+ years of experience supporting capital medical devices or complex electromechanical s

ystems.● Hands-on experience troubleshooting Linux-based systems as part of a physical product, embedded platform, or capital equ

ipment.● Comfort using Linux command-line tools for diagnostics, log analysis, and system validation (not enterprise system administr

ation).● Experience supporting customers in clinical, field, or on-site enviro

nments.● Proven ability to troubleshoot across hardware, software, and system-level issues in regulated enviro

nments.● Strong understanding of FDA-regulated product development and support (FDA, ISO

13485).● Excellent communication skills with the ability to explain complex technical issues to clinical, sales, and non-technical stakeh

olders.● Willingness to travel occasionally for customer site support and commercial acti

vities._________________________________

_______Pr

eferred● Experience supporting robotic systems, imaging platforms, or advanced capital equ

ipment.● Experience with embedded Linux or appliance-style systems in medical, robotics, or industrial enviro

nments.● Experience building or owning service knowledge bases (Zendesk, Confluence, Guru,

etc.).● Experience leading or scaling technical service or remote support

teams.● Experience supporting software updates or releases on deployed capital systems under quality co

ntrols.● Clinical exposure or experience supporting procedures in hospital or ASC enviro

nments.