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# Technical Support Engineer 2

- **Company:** Intuitive Surgical, Inc.
- **Location:** Dallas, TX, United States (Remote available)
- **Salary:** $124,800.0
- **Contract:** Permanent contract
- **Skills:** Software Applications, Business Systems, Microsoft Office, Salesforce.Com, Data Logging
- **Published:** November 7, 2026
- **Apply:** https://jobs.smartrecruiters.com/Intuitive/744000160278219-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.