Digital Product Support Engineer

Primary Function of Position

The Product Support Engineer will be a primary technical Subject Matter Expert responsible for providing operational and service engineering support of Intuitives Digital Products their integration with medical robotic product platforms and the backend infrastructure that enables them. The primary functions of this position are to develop field service deployment content and technical support strategies resolve real-time field-escalations and evaluate field-issues to drive product and process improvements. The Product Support Engineer will work closely and serve as a technical liaison between Intuitives internal technical groups (Development Engineering Quality Manufacturing) and the various functions within the Services Business (e.g. Field Service Technical Support Network Support Digital Implementation Training Service Marketing etc.)

Essential Job Duties

• Support Digital Product development (software hardware and infrastructure) end-to-end validations product release documentation to ensure product reliability product ecosystem compatibility and support scalability.
• Develop and maintain service procedural work instructions support documentation technical bulletins training materials and other technical content utilized by support teams.
• Identify requirements for coordinate development of release & manage field service installation tools diagnostic applications and remote monitoring & support solutions.
• Assess and assist technical training teams in delivery of training needs for global service personnel.
• Provide real-time troubleshooting support of Tier-3 escalations from internal customers (Field Service Engineers Technical Support Engineers Digital Support Sales & Marketing) to resolve complex issues that span across product platforms backend infrastructure and the network environments they are deployed in.
• Provide problem-solving acumen to analyze product anomalies advise on resolution path and provide timely communication to ensure internal and external customer satisfaction.
• Facilitate failure investigations data collection and analysis and work closely with the development engineering teams to identifying product design service and quality improvement opportunities.
• Identify and drive service-business process-improvements and standardization.
• Facilitate service and support operationalization of legal regulatory and cybersecurity policies to ensure compliance with regulations (e.g. FDA HIPPA) and post-market activities. 

Qualifications :

Required Skills and Experience 

• Minimum 5 years experience in Engineering Role or equivalent experience in network support organization required. Experience in the Medical Capital Equipment industry preferred.   

• Experience with application software and system development. 

• Possesses effective analytical troubleshooting and problem-solving skills.

• Experience with Windows desktop / server OS and IIS 

• Strong experience and knowledge of IT processes (configuring and supporting network systems OS databases access controls IT operations and monitoring).

• Demonstrated experience in identification and implementation of continuous improvement initiatives.

• Possess excellent written/oral/technical communication ability with strong interpersonal skills and effective working in cross-functional and remote team environments.

• Ability to discuss highly technical information with internal and external stakeholders.   

• Demonstrated ability in developing effective technical documentation troubleshooting articles and runbooks. 

• Possess strong attention-to-detail organizational skills and capable of independently managing projects with minimal supervision.

Preferred Skills and Experience

• Experience with Healthcare IT and Network operations support (LDAP HL7 DICOM Windows Server IIS or SQL database installation basic TCP/IP VLANs firewalls).

• Experience with management/diagnostic software MECM Splunk.

• Experience with Electronic Documentation systems - Agile/ACCS SAP Atlassian preferred.

Required Education and Training

• Bachelors Degree in Computer Engineering / Computer Science or related discipline.

Working Conditions

• Ability to lift 75 lbs and move wheeled objects up to 1200 lbs  

Additional Information :

Due to the nature of our business and the role please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees and prohibit discrimination and harassment of any type without regard to race sex pregnancy sexual orientation gender identity national origin color age religion protected veteran or disability status genetic information or any other status protected under federal state or local applicable laws.

Mandatory Notices

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

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 salary ranges are listed.

Remote Work :

No

Employment Type :

Full-time