Product Support Engineer, da Vinci Platforms

Intuitive•Sunnyvale, CA

11d

About The Position

The Product Support Engineer provides operational and service engineering support for Intuitive’s robotic systems and integrated digital platforms. The role resolves real-time field escalations, develops technical service content, and evaluates field issues to drive product, process, and service infrastructure improvements. It serves as a liaison between internal technical groups—including Engineering, Quality, and Manufacturing—and internal and external departments across the Services Business.

Requirements

Bachelor’s degree in an engineering discipline or equivalent experience.
5–8 years of experience in an engineering role or equivalent experience supporting a service organization.
Experience with application, software, and system development using scripting languages such as Python, C#, C++, or PowerShell.
Experience applying AI-assisted development tools, such as Claude, Windsurf, or similar, to accelerate code generation, refactoring, debugging, test creation, and documentation.
A solid foundation in systems or integration engineering.
Proven experience planning and executing product and process qualification activities for medical devices under quality and regulatory compliance frameworks.
Effective analytical, troubleshooting, and problem-solving skills.
Demonstrated experience reviewing and understanding complex electromechanical product and component specifications.
Excellent written, oral, and technical communication abilities; strong interpersonal skills; and the ability to work effectively in cross-functional and remote team environments.

Nice To Haves

Bachelor’s degree in computer engineering, computer science, or a related discipline.
Medical device, complex capital equipment, or robotics experience.
Knowledge of IT processes, including troubleshooting, configuring, and supporting laptop components, software applications, network systems, operating systems, databases, access controls, IT operations, and monitoring.
Familiarity with relational database management systems such as SQL and experience with statistical analysis tools.
Experience with enterprise software and electronic documentation or quality systems, such as Agile/ACCS, SAP, Salesforce, Polarion, Windchill, or Trackwise.
Familiarity or experience with CAD tools such as Solidworks.
Experience implementing Lean/Six Sigma principles in engineering or business environments.
Lean Six Sigma certification from an accredited body or equivalent.

Responsibilities

Provide real-time troubleshooting support for Tier 3 escalations from internal customers, including Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, and Sales and Marketing.
Analyze system anomalies, recommend resolution paths, and communicate promptly to support 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 it 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 the field engineering infrastructure portfolio, including IT operations, field laptop hardware, and service software applications.
Facilitate failure investigations, collect and analyze data, and work with Engineering to identify product design, service, and quality improvement opportunities.
Identify technical training needs and assist the technical training team in delivering training to global service personnel.
Provide technical support for Quality and Post-Market Surveillance activities, such as Field Actions and CAPAs.