Product Support Manager

Mendaera, Inc.•San Mateo, CA

13d•$125,000 - $142,000

About The Position

Mendaera is looking for a highly skilled and proactive Product Support Manager to lead the development, execution, and continuous improvement of our product and technical support ecosystem for Mendaera’s next-generation robotic medical device platform. This role ensures that customers and internal field teams receive exceptional support through robust troubleshooting tools, data-driven insights, and mature support processes. The ideal candidate has experience supporting complex capital equipment, thrives in fast-paced environments, and enjoys building scalable support infrastructure from the ground up. The annual salary range for this role is $125,000 to $142,000.

Requirements

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.

Nice To Haves

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.

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.