Senior MedTech Robotic Systems Support Engineer

Mendaera; San Mateo (CA); On-site; USD 105,000 - 145,000; Full time

Job summary

Mendaera in California seeks a Senior Technical Support Engineer to be the first contact for technical support across customer accounts and the clinical sales team. You will own intake, triage, and resolution for field systems, partnering with Engineering to improve serviceability and build the service function.

Salary range is $105,000 - $145,000 (hourly position); reports to the Sr. Director of Operations. On-site role with responsibility for on-site service visits, demos, and installations.

Qualifications

• Bachelor's degree in Electrical, Mechanical, Biomedical, or Systems Engineering (or related technical field with hands-on experience).
• 5+ years in technical support, field service, or service engineering on complex electromechanical or robotic systems with direct customer-facing responsibility.
• Hands-on experience with mechatronic systems combining mechanical, electrical, and software elements, including software/firmware updates and use of system logs and error codes.
• Demonstrated ability to troubleshoot complex systems to the component or subassembly level using diagnostic tools and test equipment.
• Comfortable at the Linux command line - filesystem navigation, parsing system and application logs, diagnostic utilities, service and process management, and SSH/SCP.
• Ability to read technical drawings appropriate to your background: electrical schematics, wiring and block diagrams, and/or mechanical drawings, assembly views, and GD&T
• Ability to work within a controlled quality system - released work instructions, good documentation practices, and calibrated test equipment - in a fast-paced startup environment
• Strong verbal communication and organizational skills; comfortable guiding remote users in real time while managing bench work, support calls, and administrative tasks in parallel
• Experience owning cases in a ticketing or CRM system against defined response targets, and authoring service documentation that feeds field findings back into engineering

Responsibilities

• 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 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 elevate to Quality/Regulatory within the timeframes 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 and use them to drive improvement
• Build, configure, and commercial demo units to 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 safety procedures
• Track fleet condition, configuration, and service history and maintain configuration control
• Own the service parts strategy: spare-parts lists, stocking levels, and reorder points
• Manage the RMA loop end to end - authorize returns, track material, and close the loop with the customer or sales rep

Skills

Technical support

Field service

Electromechanical systems

Linux command line

Diagnostic tools

Customer-facing

Education

Electrical/Mechanical/Biomedical/Systems Engineering degree (or related)

Associate degree with hands-on experience

Tools

System logs

SSH/SCP

Diagnostic software/tools

Job description

Mendaera in California seeks a Senior Technical Support Engineer to be the first contact for technical support across customer accounts and the clinical sales team. You will own intake, triage, and resolution for field systems, partnering with Engineering to improve serviceability and build the service function.

Salary range is $105,000 - $145,000 (hourly position); reports to the Sr. Director of Operations. On-site role with responsibility for on-site service visits, demos, and installations.