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Salary: USD 105,000 - 145,000 / hourly
Mendaera is developing technology that combines real-time imaging, robotics, and artificial intelligence to enable healthcare providers to deliver more precise and consistent interventions. The company's platform aims to eliminate barriers in the patient journey, accelerate recovery, and reduce the cost of care.
You will be the first point of contact for technical support across customer accounts and the 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—including tooling, knowledge base, escalation paths, and metrics. This role reports to the Sr. Director of Operations and is based on-site in San Mateo.
Key responsibilities include:
**Frontline Technical Support**
- Serve as the 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 issues with clear step-by-step guidance for non-engineering users; log every interaction in the ticketing/CRM system with accurate symptom, root-cause, and resolution detail
- Recognize potential product feedback and complaints and escalate to Quality/Regulatory within required timeframes
- 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; confirm documentation, tooling, and spare parts are ready before release
**Service Function Development**
- Build support processes, tooling, and knowledge bases from the ground up
- Develop and maintain troubleshooting guides, FAQs, and training materials for customers and internal teams
- Establish escalation paths and support metrics
**Working Conditions**
Work is split between remote support (phone, video, ticketing) and hands-on lab/bench time, with occasional warehouse work. You will handle equipment returned from clinical environments, requiring decontamination, ESD, and bloodborne-pathogen protocols. Physical requirements include lifting up to 50 lbs and standing for extended periods. Schedule flexibility is required for live field calls across time zones; travel up to 25%. Site visits may require vendor credentialing, health screening, and site-access training.
**Requirements**
- Self-directed problem solver with strong electromechanical and systems troubleshooting skills
- Ability to communicate calmly with clinical audiences under time pressure
- Experience translating messy field symptoms into failure data that Engineering can act on
- Preference for building support processes rather than inheriting them
- Experience with remote diagnostics, log analysis, and service software tooling
- Ability to work in a regulated healthcare environment and understand compliance requirements
