Technical Support Associate 2 -Mexicali

Intuitive; Mexicali; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Intuitive, a global leader in robotic-assisted surgery and minimally invasive care, seeks a Technical Support Associate 2 for its Mexicali operations. This onsite, full-time role provides frontline phone support for daVinci systems, handling low-complexity inquiries, documenting in CRM, and triaging issues to the appropriate teams.

You will engage in system log reviews, maintain case records, and collaborate with engineers.

Formación

• Experience in a regulated call center or technical support environment.
• Familiarity with medical device quality systems and documentation practices.
• Experience working within defined escalation-based support models.
• Fluent in Spanish and English.
• Excellent oral and written communication and customer service skills.
• Working knowledge of computers and standard software applications.

Responsabilidades

• Handle inbound Field Service and non-intraoperative technical support calls.
• Resolve issues using documented knowledge base articles and defined resolution workflows.
• Accurately document troubleshooting and resolutions from Field Service interactions within CRM.
• Perform daVinci system log reviews using established criteria, escalating per defined escalation guidelines as needed.
• Create, update, and manage cases within the CRM system in accordance with approved processes.
• Escalate unclear or outside of assigned responsibilities to a Technical Support Engineer.
• Collaborate with Technical Support Engineers to review knowledge base workflows and playbooks for accuracy and clarity.
• Meet established quality, accuracy, and throughput expectations.
• Have a flexible work schedule.
• Ad-hoc projects as assigned by management.

Conocimientos

Fluent in Spanish and English

Regulated call center experience

Salesforce proficiency

Educación

Associate degree or technical certificate

Herramientas

Salesforce

Microsoft Office

Descripción del empleo

Technical Support Associate 2 - Mexicali

• Full-time


• Shift: Day


• Ways of Working: Onsite - This job is fully onsite.


• Employee Type: Employee


• Global Job Level (HCM): Professional 1 (5)

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.

Primary Function of the Position

The Technical Support Associate provides frontline phone support for daVinci systems by managing low-complexity technical inquiries and troubleshooting, completing required documentation in CRM, and performing system log reviews. This role focuses on initial triage and defined support activities, escalating all complex, ambiguous, or judgment‑based issues to the appropriate Technical Support teams.

• Handle inbound Field Service and non-intraoperative technical support calls routed through designated phone and intake channels.


• Resolve issues using documented knowledge base articles and defined resolution workflows.


• Accurately document troubleshooting and resolutions from Field Service interactions within CRM.


• Perform daVinci system log reviews using established criteria, documenting findings and escalating per defined escalation guidelines as needed.


• Create, update, and manage cases within the CRM system in accordance with approved processes.


• Immediately escape any issues that are unclear or outside of assigned responsibilities to a Technical Support Engineer; this role does not perform advanced troubleshooting or deep root cause analysis.


• Collaborate with Technical Support Engineers to review knowledge base workflows and playbooks for accuracy and clarity.


• Meet established quality, accuracy, and throughput expectations.


• Have a flexible work schedule.


• Ad-hoc projects as assigned by management.

Working Conditions
Office‑based work in a call center environment involving extended periods of computer use and telephone communication.

Required Skills and Experience

• Experience working in a regulated call center or technical support environment.


• Familiarity with medical device quality systems and documentation practices.


• Experience working within defined escalation‑based support models.


• Fluent in Spanish and English.


• Candidates must have excellent oral and written communication skills, as well as customer service skills.


• Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft Office.

Required Education and Training

• Associate degree, technical certificate, or equivalent combination of education and experience in technical support, service operations, IT, biomedical technology, electronics, or a regulated call‑center environment.