Digital Product Support Engineer (Finance)

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.)

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

• Bachelor's Degree in Computer Engineering / Computer Science or related discipline.

Working Conditions

• Ability to lift 75 lbs and move wheeled objects up to 1,200 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.

Base Salary Range Region 1: $125,500 USD - $180,700 USD
Base Salary Range Region 2: $106,700 USD - $153,500 USD
Shift: Day
Workplace Type: Onsite - This job is fully onsite.