Product Support Engineer, da Vinci Platforms

Job description

Primary Function of Position

The Product Support Engineer is responsible for providing operational and service engineering support of Intuitive’s Robotic System and Integrated Digital Platforms. The primary functions of this position are to resolve real-time field-escalations, develop technical service content, and evaluate field-issues to drive product, process and service infrastructure improvements. The Product Support Engineer serves as a primary liaison between Intuitive’s internal technical groups (Engineering, Quality, Manufacturing) and the various internal and external departments within the Services Business (e.g.

Field Service, Technical Product Education, Technical Support, Service Marketing)

Roles & Responsibilities

Provide real-time troubleshooting support of “Tier-3” escalations from internal customers (Field Service Engineers, Technical Support Engineers, Network Support Engineers, Customer Service, Sales & Marketing) Provide problem-solving acumen to analyze system anomalies, advise on resolution path and provide timely communication to ensure 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 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 field engineering infrastructure portfolio including IT operations, field laptop hardware and suite of service software applications.

Facilitate failure investigations, data collection and analysis, and work closely with the engineering team to identify product design, service and quality improvement opportunities. Identify and assist technical training team in delivery of training needs for global service personnel. Provide technical support for Quality/Post-Market Surveillance activities (e.g. Field Actions, CAPAs)

Qualifications

Skills, Experience, Education, & Training

Bachelor’s degree in engineering discipline or equivalent experience required. Bachelor’s degree in computer engineering, computer science or related discipline preferred. 5-8 years of experience in Engineering Role or equivalent experience supporting service organization required. Medical device or complex capital equipment and robotics experience preferred. Solid foundation in systems or integration engineering, along with proven experience planning and executing product and process qualification activities for medical devices under quality and regulatory compliance frameworks.

Experience with application, software and system development using scripting languages (e.g. Python, C#, C++, PowerShell etc.) required, applying AI-assisted development tools (e.g. Claude, Windsurf or similar) to accelerate code generation, refactoring, debugging, test creation, and documentation. Experience and knowledge of IT processes (troubleshooting, configuring and supporting laptop components, software applications, network systems, OS, databases, access controls, IT operations and monitoring) preferred.

Possesses effective analytical, troubleshooting and problem-solving skills. Demonstrated experience reviewing and understanding complex electromechanical product/component specifications. Possess excellent written/oral/technical communication ability, with strong interpersonal skills and effective working in cross-functional and remote team environments.

Preferred Skills and Experience

Familiarity with relational database management systems (e.g. SQL) and experience with statistical analysis tools. Experience with Enterprise software and Electronic Documentation/Quality systems (Agile/ACCS, SAP, SalesForce, Polarion, Windchill, Trackwise) Familiarity/experience with CAD tools (Solidworks) a plus. Experience implementing the Lean/Six Sigma principles in both Engineering or Business environments. Lean Six Sigma Certification by an accredited body or equivalent desired.