Product Support Engineer, da Vinci Platforms

Company DescriptionIt 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.Job DescriptionPrimary 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) QualificationsSkills, 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 system development using scripting languages (e.g. Python, C#, C++, PowerShell etc.) required, applying AI-assisted development tools (e.g. Claude, Windsurf or similar) to accelerate code generation, refactoring, debugging, test creation, and documentation.Experience and knowledge of IT processes (troubleshooting, configuring and supporting laptop components, software applications, network systems, OS, databases, access controls, IT operations and monitoring) preferred.Possesses effective analytical, troubleshooting and problem-solving skills.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.Preferred Skills and ExperienceFamiliarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools.Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise)Familiarity/experience with CAD tools (Solidworks) a plus.Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.Additional InformationDue 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 NoticesU.S. Export Controls Disclaimer: In accordance with the U.S. Export Administration Regulations (15 CFR §743.13(b)), some roles at Intuitive Surgical may be subject to U.S. export controls for prospective employeeswho are nationals from countries currently on embargo or sanctions status.Certain information you provide as part of the application will be used for purposes of determining whether Intuitive Surgical will need to (i) obtain an export license from the U.S. Government on your behalf (note: the government’s licensing process can take 3 to 6+ months) or (ii) implement a Technology Control Plan (“TCP”) (note: typically adds 2 weeks to the hiring process). 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’sstart 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.Accommodation & Accessibility Notice:Intuitive is committed to providing reasonable accommodations to qualified individuals with disabilities. If you require assistance or an accommodation during any part of the application or interview process, please contact People Services at View email address on click.appcast.io 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.SummaryType: Full-timeFunction: EngineeringExperience level: AssociateIndustry: Medical Device