Digital Technical 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

We are seeking a solution-oriented, customer-first minded, and hands-on IT / engineering professional to provide dedicated support for our networked and digital solutions. The Digital Technical Support Engineer is directly responsible for the ongoing maintenance, advanced support, troubleshooting, and other activities to sustain Intuitive’s networked products and solutions such as Case Insights, Telepresence, Simulation and Onsite within a multi-tiered service support environment. This is a key position within our digital organization and will work closely with our Service team members and other departments to support customers in India as a SME. This role also involves close cooperation with Product Support, Field Service, Digital Sales, and Engineering teams to support New Product Introduction (NPI ) and the successful adoption and commercialization of digital solutions. A strong motivation to become a Subject Matter Expert (SME) on all Intuitive digital products is essential.

Essential Job Duties

• Act as subject matter expert for technical specifications and requirements for digital solutions with customers and internally with cross-functional teams while maintaining knowledge of our products, services and policies and procedures.
• Collaborate closely with clinical and IT personnel at hospitals, internal sales and account teams, and cross-functional groups within the company.
• Provide second tier / advanced support for pre-sales and technical implementations of digital solutions regarding network, data, security design and other questions regarding our products and services.
• Provide first and second tier support for networked solutions directly and in coordination with other teams such as Field Service, Customer Service, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
• Record, track, and manage complaints using Intuitive’s business systems.
• Create and maintain active directory accounts and PKI certificates.
• Guide and contribute to the preparation of IT / security assessment for customers as needed.
• Connect to Intuitive Hub virtual machine (media server) and networked solutions to perform diagnostic and troubleshooting of issues
• Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions
• Liaison with local and corporate teams on new product introductions, upgrades, new product introductions, and other activities relating to digital solutions.
• Work with Product Support and Engineering teams to increase product effectiveness, usability, and serviceability.
• Create and maintain service or departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.
• Ensure processes are in place in accordance with FDA compliance.
• Have a flexible work schedule, including holidays and on-call duties.

Qualifications

Required Skills and Experience

Required Education and Training

Preferred Skills and Experience

Additional Information

Intuitive is an Equal Employment 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.

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