> Markdown version of [/jobs/ext/2249209-technical-support-engineer-2](https://www.wearedevelopers.com/jobs/ext/2249209-technical-support-engineer-2). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer 2 - **Company:** Intuitive Surgical, Inc. - **Location:** Dallas, TX, United States (Remote available) - **Salary:** $101,920.0 - **Contract:** Permanent contract - **Skills:** Software Applications, Business Systems, Microsoft Office, Salesforce.Com, Data Logging - **Published:** August 26, 2026 - **Apply:** https://www.disabledperson.com/jobs/74544317-technical-support-engineer-2 ## About the Role * Effective analytical, troubleshooting and problem-solving skills required. * Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus. * Candidate must have excellent oral, written communication skills, as well as customer service skills. * Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft office. * Experience providing Tier 1 Customer level support Required Education and Training * Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience. * Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position-preferably within the medical device or healthcare technology. ## Description Front line phone support for Customers, Field Engineers, and Sales Professionals. Professionally answer incoming calls, understand the customer's needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction. Essential Job Duties * Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc. * Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices. * Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required. * Perform system error log reviews, providing a summary of findings and recommendations to field service. * Review auto-generated cases and dispatch work orders as required through CRM. * Author and review articles in the Knowledge Base per assigned goal. * Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary. * Drive key metrics to support corporate/departmental goals. * Facilitate the escalation of technical requests from field engineers. * Responsible for creating, dispatching, and tracking work orders in the CRM business system. * Ensure processes are in place in accordance with FDA compliance. * Have a flexible work schedule, including holidays. * Ad-hoc projects as assigned by management. ## Related Videos - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [APIs and Architecture for scaling omnichannel payments](https://www.wearedevelopers.com/videos/90-apis-and-architecture-for-scaling-omnichannel-payments) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Strong decisions - decisive distinctions between digital and analog aspects](https://www.wearedevelopers.com/videos/1687-strong-decisions-decisive-distinctions-between-digital-and-analog-aspects) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [Software Engineer Career: Things You Should Know](https://www.wearedevelopers.com/magazine/143-software-engineer-career-things-you-should-know) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Hard?](https://www.wearedevelopers.com/magazine/448-is-software-engineering-hard) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer)