Mendaera, Inc. · 21 hours ago
Product Support Manager
San Mateo, CA
Full-time
Onsite
Senior Level
$125K/yr - $142K/yr
5+ years expMendaera, Inc. is developing innovative healthcare technology aimed at improving patient care through advanced solutions. They are seeking a Product Support Manager to lead the support ecosystem for their robotic medical device platform, ensuring exceptional service and support for customers and internal teams.
Artificial Intelligence (AI)Health CareMedicalRobotics
Responsibilities
Own overall product support readiness, ensuring troubleshooting workflows, service tools, FRU strategies, and diagnostic resources are well-developed
Lead root-cause investigations for systemic issues and drive cross-functional corrective actions with Engineering, Product, and Quality
Define and maintain serviceability requirements for new features, hardware updates, and system enhancements
Partner with R&D, Quality and Regulatory on failure analysis, field data review, release processes and reliability improvement initiatives
Create, structure, and govern service documentation: troubleshooting guides, FRU replacement procedures, work instructions, service bulletins, and support playbooks
Build and maintain an internal and external knowledge base, ensuring continuous updates from field learnings
Establish documentation standards, revision control practices, and release processes with Quality and Regulatory
Ensure readiness for new hardware/software releases by aligning support materials, tools, training, and processes prior to field deployment
Participate in FMEAs, design reviews, hazard analyses, and post-market surveillance activities
Collaborate closely with Product Management and Engineering to ensure serviceability is incorporated early in the design lifecycle
Develop and maintain service readiness deliverables for all deployments and upgrades
Provide technical guidance and advanced troubleshooting support to Field Service Engineers, Remote Support Specialists, and Clinical teams
Troubleshoot software-related issues, including Linux-based subsystems, application logs, networking, services, and system-level diagnostics
Translate common failure modes into clear troubleshooting pathways that improve first-call resolution and reduce escalations
Analyze field performance data to identify trends and drive corrective or preventive actions
Support in-house repair strategies, including refurbishment processes, testing requirements, and repair documentation
Collaborate on FRU lifecycle management, including specifications, readiness criteria, troubleshooting procedures, and yield tracking
Partner with Supply Chain and Engineering on FRU cost optimization and repair-versus-replace decisions
Maintain support materials for demo systems and ensure demo units reflect commercial configuration and quality
Provide technical insight supporting demo system troubleshooting and rapid turnaround needs
Evaluate and implement tools to improve issue triage, documentation workflows, remote diagnostics, logging, and automation
Support development and refinement of software diagnostic tooling, including scripts, logs, system monitors, and Linux-based utilities used by field and remote support teams
Define and monitor key support metrics (MTTR, FRU yield, recurrence rates, knowledge article utilization)
Collaborate with Operations and Supply Chain on FRU strategies, component-level investigations, and reliability improvements
Develop and maintain training curriculum for internal service teams (hands-on, digital, and classroom)
Partner with Training & Education on customer-facing technical materials and advanced troubleshooting modules
Qualification
Required
Bachelor's degree in Engineering, Biomedical, or related technical field
5+ years in product support, field service, or technical support for complex electromechanical or robotic medical devices
Strong troubleshooting and root-cause analysis skills
Experience supporting Linux-based systems (CLI navigation, log analysis, service management, networking, system architecture awareness)
Excellent technical writing and communication abilities
Understanding of FDA and ISO 13485 quality system requirements
Demonstrated ability to lead cross-functional initiatives and influence without authority
Preferred
Experience in high-growth MedTech or startup environments
Experience scaling service documentation or knowledge systems
CRM and support platform familiarity (Salesforce, Zendesk, Jira, Confluence)
Exposure to repair depot operations, FRU management, or demo fleet support
Familiarity with DevOps or embedded Linux concepts (containers, system logs, firmware deployment tools, networking)
Understanding of cybersecurity considerations for connected medical devices
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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Company data provided by crunchbase