Digital Technical Support Engineer

Company Description

At Intuitive, we are united behind our mission : we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As pioneer and leading company in the field of robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare’s hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere—we strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture—our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real-world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let’s advance the world of minimally invasive care.

Job Description

Primary Function of Position :

As a Digital Technical Support Engineer , the individual will be the primary technical Subject Matter Expert (SME) who will provide end-to-end monitoring troubleshooting, and technical support for a wired and wireless network system and supporting various customer-based software applications and network, in a multi-tiered service support environment.

This role requires installing, configuring, and maintaining digital solutions for clinical video management, integrating with Electronic Medical Records (EMR), Picture Archiving and Communications (PACS), HL7, and DICOM systems.

This role requires strong network and IT troubleshooting skills and the ability to work collaboratively with customer hospital clinical and IT individuals, sales, and customer account teams, and across functional groups within the company.

This role will be heavily involved with the service operations teams to ensure uptime and reliability are meeting service agreement levels.

We are looking for individuals that are interested utilizing their network and systems engineering and support skills and experiences to pivot from the traditional IT roles and responsibilities into a customer and product driven environment.

The ideal candidate will be a very good communicator, should be able to effectively trouble shoot over the phone, and enjoys working with a broad range of individuals with varying levels of skillsets supporting the network services of very complex medical products.

Roles and Responsibilities :

• Read and inspect customer system installation reports (technical implementation handover checklist) to confirm readiness for support.
• Perform remote system upgrades and maintenance inspections to ensure systems meet performance specifications.
• Troubleshoot and resolve medical software, hardware, and network connectivity issues related to Intuitives digital solutions.
• Customer & Cross-Functional Collaboration
• Act as a liaison between customers and internal teams (Product Management, Engineering, and Sales).
• Participate in conference calls with C-level executives, Net / Sec Engineers, Legal, and Clinical
• teams to answer technical questions.
• Communicate product security, architecture, compliance, and data control features through presentations, meetings, and reports.
• Maintain up-to-date documentation, including Field Activity Reports, Return Material Authorizations (RMAs), and Expense Reports.
• Provide feedback to improve processes and increase operational efficiency.
• Technical Expertise & System Configuration

Review and advise on system configurations, architecture diagrams, technical specifications, and designs.

Maintain accurate configurations of the installed base to ensure systems meet performance specifications.

Training & Internal Support

Qualifications

Required Knowledge, Skills, and Experience :

Additional Information

Intuitive is an Equal Employment Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

U.S. Export Controls Disclaimer :   In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employees who are nationals from countries currently on embargo or sanctions status.

Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note : the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note : typically adds 2 weeks to the hiring process).

For any Intuitive role subject to export controls, final offers are contingent upon obtaining an approved export license and / or an executed TCP prior to the prospective employee’s start date, which may or may not be flexible, and within a timeframe that does not unreasonably impede the hiring need. If applicable, candidates will be notified and instructed on any requirements for these purposes.