Product Support Engineer, da Vinci Platforms

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.

Job Description Primary Function of Position:

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitive’s Robotic System and Integrated Digital Platforms. The primary functions of this position are to resolve real-time field-escalations, develop technical service content, and evaluate field-issues to drive product, process and service infrastructure improvements. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments within the Services Business (e.g. Field Service, Technical Product Education, Technical Support, Service Marketing)

Roles & Responsibilities :

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.

Design and maintain servicing workflow content and integrate into Service Applications in collaboration with Technical Writing and Application Development teams. Develop service procedures, technical bulletins, training materials and other technical documentation.

Develop, manage and support troubleshooting of field engineering infrastructure portfolio including IT operations, field laptop hardware and suite of service software applications. 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 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)  Qualifications Skills, Experience, Education, & Training:

Bachelor’s degree in engineering discipline or equivalent experience required. Bachelor’s degree in computer engineering, computer science or related discipline preferred.
5-8 years of experience in Engineering Role or equivalent experience supporting service organization required.  Medical device or complex capital equipment and robotics experience preferred.

Solid foundation in systems or integration engineering, along with proven experience planning and executing product and process qualification activities for medical devices under quality and regulatory compliance frameworks.

Experience with application, software and…