Product Support Engineer

The Product Support Engineer is responsible for providing operational and service engineering support of the 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.

Essential Job Duties

• 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 identifying 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 Engineering discipline or equivalent experience required.
• Minimum 8 years experience in Engineering Role or equivalent experience supporting service organization required. 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.

Required Education and Training

• Bachelor's degree in Engineering discipline or equivalent experience required.

Preferred Skills and Experience

• Experience implementing the 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, PowerShell etc.) and Atlassian toolset (e.g. JIRA, Confluence) a plus.
• Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)
• Familiarity with PACS, Healthcare IT and Network Support a plus.
• Familiarity/experience with CAD tools (Solidworks) a plus.

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.

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

This position may be filled at a different job level than listed here depending on business need and/or on the selected candidate's experience, knowledge and skills. Compensation will be based primarily on the job level at which the role is filled and the candidate's qualifications, consistent with applicable law.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target base compensation ranges are listed. I'm interested I'm interested Privacy Notice

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 at Intuitive. As 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.