Digital Product Support Engineer

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.
As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to help solve some of healthcare's hardest challenges and advance what is possible.
Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.
Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.
Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

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 Intuitive’s 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 Intuitive’s 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.)

Roles & Responsibilities

• 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

Skills, Experience, Education, & Training

• Minimum Bachelor’s degree in Computer Engineering / Computer Science or related discipline.
• Minimum 10 years experience in Engineering Role or equivalent experience in network support organization required. Experience in the Medical Capital Equipment industry preferred.   
• Experience with Healthcare IT and Network operations support (LDAP, HL7, DICOM, Windows Server IIS or SQL database installation, basic TCP/IP, VLANs, firewalls) required.
• Solid experience and knowledge of IT processes (configuring and supporting network systems, OS, databases, access controls, IT operations, monitoring, and).
• Experience with application, software and system