Mendaera, Inc. · 12 hours ago
Technical Service Lead– Remote Support
United States
Full-time
Remote
Senior Level
$130K/yr - $142K/yr
5+ years expMendaera, Inc. is developing innovative technology to enhance patient care through their advanced healthcare platform. They are seeking a Technical Service Lead to build and scale remote technical and clinical support for robotic medical devices, focusing on troubleshooting and customer support in clinical settings.
Artificial Intelligence (AI)Health CareMedicalRobotics
Responsibilities
Serve as the primary escalation point for complex technical issues involving robotic systems, carts, peripherals, and integrated software
Support issues arising during installation, training, clinical use, and early commercial deployments of robotic capital equipment
Provide advanced remote support via phone, video, and secure service tools
Provide periodic on-site, field-based support at customer sites to support:
System installations and go-lives
Clinical use and early adoption
Complex troubleshooting or escalations
Commercial demonstrations, evaluations, and early customer deployments
Guide field teams through troubleshooting of electromechanical, system-level, and software-related failures
Troubleshoot Linux-based device software, including use of command-line tools for diagnostics, service logs, process monitoring, and configuration checks within approved service procedures
Partner closely with Clinical, Field Service, Sales, and Technical Support teams to ensure safe, timely resolution of customer issues
Design and scale a remote and hybrid service support model appropriate for capital medical robotics
Develop, maintain, and continuously improve a service knowledge database, including:
Troubleshooting guides and decision trees
Quick-reference service procedures
Known issues, workarounds, and escalation guidance
Role-based content for Field Service, Clinical, Sales, and Support teams
Ensure knowledge content is accurate, current, and aligned with released hardware and Linux-based software versions
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 architecture
Support service readiness for hardware and software releases, ensuring documentation, training, and knowledge content are available at launch
Contribute to post-market surveillance, complaint investigations, and CAPA activities
Translate field issues and customer feedback into actionable engineering insights
Support commercialization activities, including service readiness for new customers, new sites, and expanded clinical use
Lead and mentor remote technical and clinical support resources as the organization scales
Establish escalation paths, operating cadences, and technical training standards
Support onboarding and technical development of service team members
Act as a strong customer advocate, ensuring service delivery supports adoption, utilization, and long-term customer success
Qualification
Required
Bachelor's degree in Engineering, Biomedical Engineering, or a related technical field
5+ years of experience supporting capital medical devices or complex electromechanical systems
Hands-on experience troubleshooting Linux-based systems as part of a physical product, embedded platform, or capital equipment
Comfort using Linux command-line tools for diagnostics, log analysis, and system validation (not enterprise system administration)
Experience supporting customers in clinical, field, or on-site environments
Proven ability to troubleshoot across hardware, software, and system-level issues in regulated environments
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 stakeholders
Willingness to travel occasionally for customer site support and commercial activities
Preferred
Experience supporting robotic systems, imaging platforms, or advanced capital equipment
Experience with embedded Linux or appliance-style systems in medical, robotics, or industrial environments
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 controls
Clinical exposure or experience supporting procedures in hospital or ASC environments
Company
Mendaera, Inc.
Mendaera is building a new category of handheld robotics - designed to be deployed universally in healthcare.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$97MKey Investors
ThresholdLux Capital
2024-09-26Series B· $73M
2023-08-17Series A· $24M
2021-01-01Seed
Leadership Team
Josh DeFonzo
Co-Founder and CEO
Jason Wilson
Co-Founder and CTO
Recent News
2025-07-08
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2025-06-02
2025-04-02
Company data provided by crunchbase