---
title: 'Senior Technical Support Engineer at Mendaera, Inc.'
canonical: 'https://feeny.ai/job/senior-technical-support-engineer-mendaera-inc-san-mateo-w2xpfmnswtan'
type: 'job'
last_seen: '2026-10-19'
---

# Senior Technical Support Engineer at Mendaera, Inc.

- **Company:** Mendaera, Inc.
- **Location:** San Mateo, CA
- **Posted:** 2026-09-15
- **Last confirmed live:** 2026-10-19
- **Apply:** https://job-boards.greenhouse.io/mendaerainc/jobs/6192361004

## Job description

About Mendaera, Inc.

Mendaera 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.

## About the Opportunity

Mendaera 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.

Salary Range: $105,000 - $145,000 (hourly position)

## About You

We 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.

Responsibilities:

Frontline technical support (customers & clinical sales team)

- 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 escalate 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

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, 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

Building out the service capability

- 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 (first-contact resolution, time to resolution, escalation rate, top failure modes) and use them to drive improvement

Commercial Demo & service fleet support

- Build, configure, and commercial demo units to functional and cosmetic 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 established safety procedures
- Track fleet condition, configuration, and service history and maintain configuration control - verify units reflect current hardware, firmware, and software revisions and implement changes across the fleet

Logistics & materials management

- Own 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
- Manage 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

Required skills and experience:

- Bachelor's degree in Electrical, Mechanical, Biomedical, or Systems Engineering, or an Associate degree in a related technical field with equivalent hands-on experience
- 5+ years in technical support, field service, or service/sustaining engineering on complex electromechanical or robotic systems, with direct customer-facing responsibility for issue resolution
- 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

Preferred:

- Experience supporting capital medical equipment in hospital or procedural environments - surgical or interventional robotics, imaging, or comparable platforms
- Experience standing up or scaling a technical support function at an early-stage company, including knowledge base, escalation tiers, and service metrics
- Familiarity with quality system documentation, change control, complaint handling, MDR reporting, and CAPA under 21 CFR Part 820 and ISO 13485
- Experience with remote diagnostics, log analysis, and service software tooling

Working conditions & physical requirements:

- Split between remote support (phone, video, ticketing) and hands-on lab/bench time, with occasional warehouse work
- Handles equipment returned from clinical environments; requires decontamination, ESD, and bloodborne-pathogen protocols, lifting up to [50] lbs, and standing for extended periods
- Schedule flexibility for live field calls across time zones; travel up to 25%. Site visits may require vendor credentialing, health screening, and site-access training

## About Mendaera, Inc.

## Company Overview
- **One-liner**: Mendaera is building a new category of handheld robotics to simplify and enhance ultrasound-guided needle procedures across healthcare.
- **Entity Type**: Private (Series B)
- **Headquarters**: San Mateo, California, United States
- **Founded**: 2020
- **Founders**: Not publicly listed on the company site or LinkedIn (co-founder and CTO Jason Wilson is mentioned on LinkedIn)

## Core Business
- **Primary industry**: Medical Equipment Manufacturing / Healthcare Robotics
- **Target customers**: B2B – hospitals, clinics, and healthcare providers performing ultrasound-guided needle procedures (biopsy, ablation, drainage, etc.)
- **Mission**: To bring breakthrough innovation to critical needle-based procedures so healthcare providers can do more with greater confidence for their patients.

## Products & Services
- **[Focalist™](https://www.mendaera.com/)**: Handheld robotic system designed for ultrasound-guided needle placement. Combines real-time imaging with handheld robotics to give clinicians precision and confidence. Received FDA 510(k) clearance in July 2025 and is preparing for a broad launch in 2026.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding of **$97.0M** (Seed in 2021, Series A of $24M in August 2023 led by Lux Capital, Series B of $73M in September 2024 led by Threshold Ventures). Annual revenue estimated at **$1.5M** (per LinkedIn).
- **Notable Investors/Partners**: Lux Capital, Threshold Ventures, PFM Health Sciences, Founders Fund, Puma Venture Capital. Also partnered with EchoNous for image-guided intervention.
- **Growth Signals**: 66 employees (+40.7% YoY); 9,751 LinkedIn followers (+112.5% YoY); FDA clearance for first product; acquired Avail Medsystems (telepresence technology) in March 2024; named to Fierce Medtech’s Fierce 15 in 2025; included in Bessemer Venture Partners’ Top 50 startups transforming industries with physical AI.

## Competitive Advantages
- **Handheld form factor** – unlike larger, fixed robotic systems, Focalist is portable and designed for universal deployment across clinical settings.
- **Real-time imaging integration** – combines ultrasound guidance directly with robotic precision, reducing the learning curve for needle placement.
- **FDA clearance** already achieved, enabling commercial launch in 2026.
- **Strong investor backing** from top-tier healthcare and deep-tech VCs.
- **Acquisition of Avail Medsystems** adds telepresence capabilities for remote collaboration.

## Strategic Focus
- **Scale manufacturing and commercial launch** of the Focalist system in 2026.
- **Expand clinical applications** beyond the initial cleared indications (likely biopsy and other needle-based procedures).
- **Build out service and support infrastructure** (hiring Technical Service Lead in Tampa, FL).
- **Continue AI and robotics R&D** to enhance precision and ease of use.

## Why Work Here
- **Culture**: Described as creative, collaborative, and passionate about making healthcare better. The company values problem-solving, pushing boundaries, and building new things.
- **Team**: Small but growing rapidly (66 people) with a mix of engineers, clinicians, and commercial talent. Many hires come from leading robotics and medtech companies (Intuitive, Auris, Noah Medical, Johnson & Johnson).
- **Work policy**: Likely hybrid/office-based given the hardware focus; HQ in San Mateo, CA and a service role in Tampa, FL. Open roles include Senior Clinical Engineer (San Mateo) and Technical Service Lead (Tampa).
- **Perks**: Not explicitly listed, but being an early-stage company with strong funding offers equity, impact, and the chance to shape a new product category.

## Sources
1. [mendaera.com](https://www.mendaera.com/)
2. [mendaera.com/careers](https://www.mendaera.com/careers)
3. [mendaera.com/about](https://www.mendaera.com/about)
4. [linkedin.com/company/mendaera-inc](https://www.linkedin.com/company/mendaera-inc)
5. [job-boards.greenhouse.io/mendaerainc](https://job-boards.greenhouse.io/mendaerainc)

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