{"id":922594,"url":"https://alion.io/job/mendaera-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":683854,"name":"Mendaera","domain":"mendaera.com","url":"https://alion.io/company/mendaera","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Mateo, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":105000,"max":145000,"currency":"USD","period":"year","gross":null,"usd_annual":145000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"21 CFR Part 820","optional":false},{"name":"CAPA","optional":false},{"name":"ISO 13485","optional":false},{"name":"Linux","optional":false}],"status":"live","first_seen_at":"2026-09-15T01:01:09Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-04T00:31:43Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":50},"description":"About Mendaera, Inc.\nMendaera 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.\nAbout the Opportunity \nMendaera 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. \nSalary Range: $105,000 - $145,000 (hourly position)\nAbout You \nWe 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. \nResponsibilities: \nFrontline technical support (customers & clinical sales team) \nFirst point of contact for technical issues raised by customers and clinical sales representatives; own each case from intake through resolution or escalation \nRemotely diagnose and resolve system issues with the robot, consumables, cart and software usingphone, video, system logs, and error codes \nTriage and prioritizewith clear step-by-step guidance for non-engineering users, and log every interaction in the ticketing/CRM system with accuratesymptom, root-cause, and resolution detail \nRecognize potential product feedback/complaintsand escalate to Quality/Regulatory within the timeframesrequired by company procedures \nPerform on-site service visits when issues cannot be resolved remotely, andsupportthe sales team during demos, evaluations, and installations \nServiceability & partnership with Engineering \nAct as the voice of the field inside Engineering: analyze support case and field failure trendsand translate them into prioritized serviceability and reliability improvements \nPartner on design-for-serviceability reviews covering diagnostics, error codes and log content, modularity, field-replaceable units, and tool access \nDefine service requirements, acceptance criteria, and field-service test methods for new product introductions, and confirm documentation, tooling, and spare parts are ready before release \nSupport root-cause investigations, CAPA, and engineering change orders (ECOs) with field data and returned-unit analysis \nBuilding out the service capability \nEstablish and mature core support infrastructure - ticket intake and triage workflow, escalation tiers, response and resolution targets, and coverage model \nBuild the technical knowledge base and maintainwork instructions, service manuals, and troubleshooting guides under document control; deliver technical training for clinical sales, field personnel, and future support hires \nDefine and report service KPIs (first-contact resolution, time to resolution, escalation rate, top failure modes) and use them to drive improvement \nCommercial Demo & service fleet support \nBuild, configure, and commercial demo units to functional and cosmetic standards, executing verification protocols and documenting results per quality requirements \nPerform preventive maintenance, repair, and troubleshooting on units returned from the field, including decontamination and inspection per established safety procedures \nTrack fleet condition, configuration, and service history and maintainconfiguration control - verify units reflect current hardware, firmware, and software revisions and implement changesacross the fleet \nLogistics & materials management \nOwn the service parts strategy: recommended spare-parts lists, stocking levels, and reorder points for demo units, field systems, and the depot, adjusted as failure data accumulates \nManage the RMA loop end to end - authorize returns, track material in transit, drive failure analysis on returned units, and close the loop with the customer or sales rep \nRequired skills and experience: \nBachelor's degree in Electrical, Mechanical, Biomedical, or Systems Engineering, or an Associatedegree in a related technical field with equivalent hands-on experience \n5+ years in technical support, field service, or service/sustaining engineering on complex electromechanical or robotic systems, with direct customer-facing responsibility for issue resolution \nHands-on experience with mechatronic systems combining mechanical, electrical, and software elements, including software/firmware updates and use of system logs and error codes \nDemonstrated ability to troubleshoot complex systems to the componentor subassembly level using diagnostic tools and test equipment \nComfortable at the Linux command line - filesystem navigation, parsing system and application logs, diagnostic utilities, service and process management, and SSH/SCP \nAbility to read technical drawings appropriate toyour background: electrical schematics, wiring and block diagrams, and/or mechanical drawings, assembly views, and GD&T \nAbility to work within a controlled quality system - released work instructions, good documentation practices, and calibrated test equipment - in a fast-paced startup environment \nStrong verbal communication and organizational skills; comfortable guiding remote users in real time while managing bench work, support calls, and administrative tasks in parallel \nExperience owning cases in a ticketing or CRM system against defined response targets, and authoring service documentation that feeds field findings back into engineering \nPreferred: \nExperience supporting capital medical equipment in hospital or procedural environments - surgical or interventional robotics, imaging, or comparable platforms \nExperience standing up or scaling a technical support function at an early-stage company, including knowledge base, escalation tiers, and service metrics \nFamiliarity with quality system documentation, change control, complaint handling, MDR reporting, and CAPA under 21 CFR Part 820 and ISO 13485 \nExperience with remote diagnostics, log analysis, and service software tooling \nWorking conditions & physical requirements: \nSplit between remote support (phone, video, ticketing) and hands-on lab/bench time, with occasional warehouse work \nHandles equipment returned from clinical environments; requires decontamination, ESD, and bloodborne-pathogen protocols, lifting upto [50] lbs, and standing for extended periods \nSchedule flexibility for live field calls across time zones; travel up to 25%. 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