Product Support Engineer, da Vinci Platforms
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 primary liaison between internal technical groups—including Engineering, Quality, and Manufacturing—and internal and external departments across the Services Business. The position supports robotic platform software and hardware development, validation, documentation, and deployment. It also develops service procedures, technical bulletins, training materials, and servicing workflows; supports field engineering IT infrastructure and service applications; investigates failures and analyzes data; and contributes to quality and post-market surveillance activities. The role may be filled at a different job level based on business needs and the selected candidate’s experience, knowledge, and skills.
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.
- 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.
- Experience developing applications, software, and systems using scripting languages such as Python, C#, C++, or PowerShell.
- Experience applying AI-assisted development tools, such as Claude or Windsurf, to accelerate code generation, refactoring, debugging, test creation, and documentation.
- Effective analytical, troubleshooting, and problem-solving skills.
- Demonstrated experience reviewing and understanding complex electromechanical product or component specifications.
- Excellent written, oral, and technical communication skills, strong interpersonal skills, and 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 and configuring 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 Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, and Sales and Marketing.
- Analyze system anomalies, advise on 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 troubleshoot 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 improvements.
- Identify 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, including Field Actions and CAPAs.
Benefits
- Market-competitive compensation packages, including base pay, incentives, benefits, and equity.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
