Network Support Engineer

Intuitive; Georgia; On-site; USD 90,000 - 140,000; Full time

Job summary

Intuitive, a global leader in robotic-assisted surgery, seeks a Network Support Engineer 4 to support Tier 2 networking across platforms and digital products. You will work with clinical and IT personnel at customer hospitals and with Product Support and Engineering to enable new product introductions and reliable uptime.

Reporting to the Director of Digital Technical Support, you will tackle complex database and network issues, collaborate on IT/security assessments, and contribute to

Qualifications

• Self-motivated with high energy and focus on delivering a world-class customer experience.

Responsibilities

• Act as SME for technical specs and requirements for digital solutions with customers and internal teams.
• Provide Tier 2/advanced support for pre-sales and technical implementations of digital solutions.
• Provide 1st/2nd tier support for networked solutions with Field Service, Customer Service, and Technical Support.
• Record, track, and manage complaints using Intuitive's business systems.
• Lead projects and initiatives relating to digital product support.
• Create and maintain Active Directory accounts and PKI certificates.
• Guide IT/security assessments for customers as needed.
• Connect to Intuitive Hub VM and networked solutions to diagnose issues.
• Oversee and implement new configurations, upgrades across networked solutions.
• Liaise with local/corporate teams on new product introductions and upgrades.
• Work with Product Support and Engineering to increase product effectiveness and serviceability.
• Create and maintain service/departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.

Job 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.

Primary Function of the Position

As a Network Support Engineer 4, your main responsibility is to provide Tier 2 networking support for all Intuitive platforms and digital products. You will need to understand complex network configurations and processes, and support new product introductions. Your duties will include providing Tier 2 NPI support, collaborating closely with Product Support and Engineering, assisting with initial FHU procedures, and participating in core team meetings. This role requires you to work effectively with clinical and IT personnel at customer hospitals, and commercial partners. You will also collaborate with development and software teams to support the NPI (New Product Introduction) and commercialization aspects to enhance customer product adoption. Additionally, you will be heavily involved with the service operations team to ensure that uptime and reliability meet service agreement standards.

Reporting to the Director of Digital Technical Support, the successful candidate will have a proven track record in building and resolving complex database issues.

Essential Job Duties

• Act as subject matter expert for technical specifications and requirements for digital solutions with customers and internally with cross-functional teams while maintaining knowledge of our products, services, policies, and procedures.
• Provide Tier 2 / advanced support for pre-sales and technical implementations of digital solutions regarding network, data, security, design, and other questions regarding our products and services, drawing on a high level of competence to resolve issues with less need for escalation and in a timely manner.
• Provide first and second tier support for networked solutions directly and in coordination with other teams such as Field Service, Customer Service, and Technical Support to analyze and troubleshoot complex network connectivity problems, user access, and general software application support.
• Record, track, and manage complaints using Intuitive's business systems.
• Lead projects and initiatives relating to digital product support
• Create and maintain active directory accounts and PKI certificates.
• Guide and contribute to the preparation of IT/security assessments for customers as needed.
• Connect to Intuitive Hub virtual machine (media server) and networked solutions to perform diagnostic and troubleshooting of issues
• Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions
• Liaison with local and corporate teams on new product introductions, upgrades, new product introductions, and other activities in support of digital solutions as a technical subject matter expert.
• Work with Product Support and Engineering teams to increase product effectiveness, usability, and serviceability.
• Create and maintain service or departmental procedural documentation.
• Other tasks associated with support for digital products as assigned by manager.

Required Skills and Experience

• This candidate must be self-motivated, have high energy, and is focused on delivering a world-class customer experience. Someone who is a