Technical Service Lead

Mendaera is seeking a Technical Service Lead to build and scale remote and field-based technical support for a robotic capital medical device platform deployed in hospitals. This is a hands-on, senior individual contributor / player-coach role, focused on supporting complex electromechanical systems with embedded software.

This role is responsible for technical escalation support across hardware, software, and system-level issues encountered during installation, training, clinical use, and early commercial deployment. The ideal candidate has prior experience supporting capital medical devices or regulated electromechanical systems in clinical or field environments and understands how hardware, software, and clinical workflows intersect.

Important: This is not an IT help desk, enterprise application support, or corporate infrastructure role. Candidates whose background is primarily desktop support, ticket-based IT help desks, or enterprise systems administration will not be a fit.

The platform includes robotic hardware, imaging components, peripherals, and Linux-based embedded software. This role requires comfort working in device-level Linux environments for diagnostics, log analysis, and service workflows within approved service procedures, rather than managing servers, networks, or enterprise applications.

While much of the work is remote, this role also includes periodic on-site field support to assist with:
    •    System installations and go-lives
    •    Early clinical use and adoption
    •    Complex technical escalations
    •    Commercial demonstrations and customer evaluations

This is a highly cross-functional role that partners closely with Sales, Clinical, Service, Support, Engineering, and Quality to ensure safe, timely resolution of issues and a strong customer experience during early commercialization.

The annual salary range for this role is $130,000 to - $141,500.

About You

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

Role Responsibilities
    •    Serve as the primary escalation point for complex issues involving robotic capital systems, integrated software, and peripherals across installation, clinical use, and early commercial deployments.
    •    Provide advanced remote support and periodic on-site field support for installations, early adoption, and complex escalations.
    •    Troubleshoot electromechanical and system-level issues, including diagnostics and log analysis in embedded Linux device environments using approved service procedures.
    •    Partner closely with Sales, Clinical, Service, Engineering, and Quality to resolve customer issues safely and efficiently.
    •    Develop and maintain a service knowledge base (troubleshooting guides, known issues, and escalation guidance) and contribute to service readiness for hardware and software releases.
    •    Support post-market activities, including complaints, CAPA input, and field feedback to engineering.

Qualifications

Required
•    Bachelor’s degree in Engineering, Biomedical Engineering, or related field.
•    Experience with robotics, imaging, or advanced capital equipment.
•    5+ years supporting capital medical devices or complex electromechanical systems.
•    Hands-on experience troubleshooting embedded Linux systems on physical products (not enterprise IT).
•    Experience supporting customers in clinical or field environments.
•    Strong understanding of FDA-regulated product support (FDA, ISO 13485).
•    Ability to clearly communicate technical issues to clinical, sales, and non-technical teams.
•    Willingness to travel for customer and commercial support.

Preferred
•    Experience building or contributing to service knowledge bases.
•    Experience supporting software or firmware updates on deployed medical devices.
•    Clinical exposure in hospital or ASC environments.

Location
•    Central or Eastern U.S. preferred; West Coast candidates must work EST hours.