Collaboration Support Engineer

Intuitive Surgical; Mexicali; On-site; MXN 540,000 - 900,000; Full time

Job summary

Intuitive Surgical, a global leader in robotic-assisted surgery, seeks a Collaboration Support Engineer to administer and optimize enterprise collaboration platforms. You will partner with stakeholders and technical teams to enable AI-powered productivity across the enterprise.

The role focuses on delivering Tier II–IV support, ensuring platform reliability, and accelerating AI adoption while adhering to governance and security standards.

Qualifications

• 5+ years of experience supporting enterprise collaboration, productivity, or Digital Workplace technologies.
• Hands-on experience with Microsoft 365, Teams, SharePoint Online, Zoom, Box, Smartsheet, Lucid Suite, Kaltura, and enterprise intranet solutions.
• Experience supporting AI-powered workplace technologies such as Copilot, Box AI, Slack AI, Claude Enterprise, or similar.
• Experience with Incident, Change, and Problem Management processes in ServiceNow.
• Knowledge of SSO, SAML, OAuth, and SCIM provisioning.
• Strong troubleshooting, analytical, and communication skills.

Responsibilities

• Provide Tier II–IV operational support for enterprise collaboration platforms.
• Support AI-powered workplace technologies and governance.
• Assist with security, licensing, and usage monitoring.
• Handle integrations, upgrades, deployments, provisioning, and retention.
• Produce training materials, SOPs, and troubleshooting guides.
• Analyze platform health and adoption to drive improvements.

Skills

Enterprise collaboration

Microsoft 365 & Teams

AI workplace tech

SSO & SAML & OAuth

ServiceNow ITSM

Troubleshooting

Education

Bachelor's in CS/IT/Engineering

Tools

ServiceNow

SSO tooling

Job description

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of Position

The Collaboration Support Engineer is responsible for the administration, support, optimization, and adoption of enterprise collaboration and productivity platforms including Microsoft 365, Microsoft Teams, Zoom, Box, Slack, Smartsheet, Lucid Software Suite (Lucidchart/Lucidspark), Kaltura, and Unily (corporate intranet solutions). The role serves as a key member of the Digital Workplace and Collaboration team, providing Tier II–IV support, driving operational excellence, and enabling AI-powered productivity solutions across the enterprise. This individual will partner with business stakeholders, end users, technical teams, and strategic vendors to support collaboration services, improve user experience, ensure platform reliability, and help accelerate the adoption of AI technologies such as Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, Claude Enterprise, and other emerging workplace AI solutions.

Key Responsibilities

• Provide Tier II–IV operational support for Microsoft 365, Teams, SharePoint Online, OneDrive, Zoom, Box, Slack, Smartsheet, Lucid Suite, Kaltura, and Unily Intranet platforms.
• Support AI-powered workplace technologies including Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, Claude Enterprise, and other enterprise AI assistants.
• Assist with AI governance, security, compliance, licensing, and usage monitoring.
• Support integrations, upgrades, deployments, provisioning, retention, and compliance requirements.
• Deliver user training, office hours, knowledge articles, SOPs, playbooks, and troubleshooting documentation.
• Analyze platform health, adoption, and recommend improvements to collaboration services.

Qualifications

Required Qualifications

• 5+ years of experience supporting enterprise collaboration, productivity, or Digital Workplace technologies.
• Hands-on experience with Microsoft 365, Teams, SharePoint Online, Zoom, Slack, Box, Smartsheet, Lucid Suite, Kaltura, and enterprise intranet solutions.
• Experience supporting AI-powered workplace technologies such as Microsoft Copilot, Zoom AI Companion, Box AI, Slack AI, ChatGPT Enterprise, Claude Enterprise, or similar technologies.
• Experience with ServiceNow Incident, Change, and Problem Management processes.
• Knowledge of SSO, SAML, OAuth, and SCIM provisioning.
• Strong troubleshooting, analytical, problem-solving, written, and verbal communication skills.

Preferred Qualifications

• Experience with Microsoft Power Platform, Power Automate, or workflow automation solutions.
• Understanding of governance, security, compliance, retention, eDiscovery, and information protection concepts.
• Experience supporting enterprise-wide migrations and digital transformation initiatives.
• Relevant Microsoft 365, Teams, Zoom, Slack, Box, Smartsheet, or ITIL certifications.

Education

• Bachelor's degree in computer science, Information Technology, Engineering, or a related field, or equivalent professional experience.

Ideal Candidate Profile

• A customer-focused collaboration professional who combines strong technical troubleshooting skills with a passion for enabling productivity through modern workplace technologies and AI.

Additional Information

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.

Aviso sobre los Controles de Exportación de EE. UU.: De acuerdo con las Regulaciones de Administración de Exportaciones de EE. UU. (15 CFR §743.13(b)), algunos puestos en Intuitive Surgical pueden estar sujetos a controles de exportación de EE. UU. para candidatos que sean nacionales de países actualmente bajo embargo o sanciones.

Cierta información que usted proporcione como parte de la solicitud será utilizada para determinar si Intuitive Surgical necesitará (i) obtener una licencia de exportación del gobierno de EE. UU. en su nombre (nota: el proceso de obtención de la licencia puede tardar entre 3 y más de 6 meses) o (ii) implementar un Plan de Control de Tecnología ("TCP", por sus siglas en inglés) (nota: normalmente este paso agrega 2 semanas al proceso de contratación).
Para cualquier puesto en Intuitive sujeto a controles de exportación, las ofertas finales están condicionadas a la obtención de una licencia de exportación aprobada y/o a la ejecución de un TCP antes de la fecha de inicio del empleado potencial, la cual puede o no ser flexible, y dentro de un plazo que no obstaculice de manera irrazonable la necesidad de contratación. Si aplica, los candidatos serán notificados e instruidos sobre cualquier requisito relacionado con estos fines.

Este puesto puede cubrirse con un nivel de puesto diferente al indicado aquí, según las necesidades del negocio y/o la experiencia, los conocimientos y las habilidades del candidato o la candidata seleccionado. La compensación se basa en el nivel del puesto en el que se cubre el rol y en las cualificaciones del candidato, de acuerdo con la legislación aplicable.

Shift: Day