Product Support Engineer

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do  a global leader in robotic‑assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide. We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human.

Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world. The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life. If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitive’s robotic system platforms. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Product Development and Product Operations) and the various internal and external departments within the Services Business (e.g., Field Service, Technical Product Education, Technical Support, Service Marketing). Primary focus of this Product Support Engineer will be supporting Field Service’s quality portfolio, providing expertise in field service process design‑assurance, service design control, field equipment quality management, field action management, CAPAs and audit support.

• Provide real‑time troubleshooting support of “Tier‑3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing)
• Provide problem‑solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Support robotic platform software and hardware product development, validation, documentation, and deployment strategies.
• Develop and maintain service procedures, technical bulletins, training materials and other technical documentation.
• Develop and manage field tooling and solutions (hardware, software, infrastructure tools).
• Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identify product design, service and quality improvement opportunities.
• Identify and drive service‑business process‑improvements and standardization.
• Identify and assist technical training team in delivery of training needs for global service personnel.
• Provide technical support for quality / post‑market surveillance activities (e.g., Field Actions, CAPAs).

• Bachelor’s degree in an engineering discipline or equivalent experience.
• Minimum 8 years experience in an engineering role or equivalent experience supporting a service organization. Medical device capital equipment experience preferred.
• Possesses effective analytical, troubleshooting and problem‑solving skills.
• Demonstrated ability in developing effective technical documentation.
• Demonstrated experience reviewing and understanding complex electromechanical product/component specifications.
• Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross‑functional and remote team environments.

• Bachelor’s degree in an engineering discipline or equivalent experience.

• Experience implementing Lean/Six Sigma principles in both engineering or business environments. Lean Six Sigma certification by an accredited body or equivalent desired.
• Familiarity with relational database management systems (e.g., SQL) and experience with statistical analysis tools.
• Experience with scripting languages (e.g., Python, Matlab, Power Shell) and Atlassian toolset (e.g.,…