Network Support Engineer

Intuitive Surgical, Inc. in; Portland (OR); Remote; USD 125,000 - 180,000; Full time

Job summary

A leading company in robotic-assisted surgery seeks a Network Support Engineer to provide Tier 2 support for digital products and networking solutions. The role involves collaborating with various teams to troubleshoot issues and develop expertise in digital products. Ideal candidates are self-motivated, adaptable, and possess strong communication skills. This position offers a competitive salary and the opportunity to work in a dynamic environment focused on improving healthcare outcomes.

Qualifications

• Self-motivated with strong communication skills.
• Knowledge of cybersecurity and network security best practices.
• Familiarity with medical device networking and data protection regulations.

Responsibilities

• Provide Tier 2 support for digital products and networking solutions.
• Coordinate with various teams for troubleshooting connectivity issues.
• Develop troubleshooting tools and enhance remote access capabilities.

Skills

Customer Experience

Communication

Adaptability

Education

Bachelor's in Computer Science

5 years of relevant experience

Tools

TCP/IP

VPN

Firewalls

ISO 27001

Job description

Network Support Engineer (Finance)

Company Description

At Intuitive, we are united behind our mission: we believe that minimally invasive care is life-enhancing care. Through ingenuity and intelligent technology, we expand the potential of physicians to heal without constraints.

As a pioneer and market leader in robotic-assisted surgery, we strive to foster an inclusive and diverse team, committed to making a difference. For more than 25 years, we have worked with hospitals and care teams around the world to solve healthcare's hardest challenges and advance possibilities.

Intuitive values diversity and inclusion, believing great ideas can come from anywhere. We foster an inclusive culture built around diversity of thought and mutual respect, empowering our team to be their authentic selves.

Our culture is driven by passionate individuals committed to making a difference. We invest in our team members' growth to support our mission and help them reach their potential.

Join us in advancing minimally invasive care globally.

Job Description

Shift Hours: 12pm - 9pm PST

The Network Support Engineer 3 will focus on Tier 2 end-to-end monitoring, troubleshooting, and support for wired and wireless network systems and various software applications in a multi-tiered environment. Effective collaboration with clinical, IT, sales, and internal teams is essential.

This role aims to develop expertise in all Intuitive digital products, working closely with Product Support, Field Service, Digital Sales, and Engineering teams, especially during new product launches.

Reporting to the Director of Digital Technical Support, the candidate should have a proven track record of resolving complex networking and database issues.

Essential Job Duties

• Provide Tier 2 support for digital products and networking solutions, coordinating with various teams to troubleshoot connectivity and software issues.
• Coordinate with Service Managers, Engineering, and hospital IT for network connectivity negotiations.
• Develop troubleshooting tools, documentation, and enhance remote access capabilities.
• Communicate technical requirements effectively with customers and internal teams.
• Maintain knowledge of all products at Tier 2 level and adhere to company policies.
• Manage complaints, create active directory accounts, and oversee network configurations and upgrades.
• Support new product introductions, upgrades, and digital solutions as a technical SME.
• Perform other related support tasks as assigned.

Qualifications

• Self-motivated, energetic, with a focus on customer experience and strong communication skills.
• Adaptable to a dynamic, fast-paced environment, including working across time zones, weekends, and holidays.
• Knowledge of TCP/IP, HTTPS, routers, VLANs, VPN, firewalls, and NAT/PAT.
• Deep understanding of IT technologies, cybersecurity, data privacy, and network security best practices.
• Excellent customer-facing skills, capable of discussing technical issues with diverse audiences.
• Judgment and urgency in issue resolution, with thorough documentation skills.
• Familiarity with medical device networking, ISO 27001, GDPR, and data protection regulations.
• Willingness to travel up to 25%.

Education and Training

• Bachelor's in Computer Science, Engineering, or related field, or 5 years of relevant experience, preferably in medical devices. Certifications like MCSE, CCNA, CWNA, CWSP, or CompTIA Network+/Security+ are preferred.

Preferred Skills and Experience

• Experience with PACS/DICOM is desirable.
• Knowledge of network security threats and mitigation in medical environments.
• Experience in the Medical Device industry and hospital IT environments.

Additional Information: Proof of vaccination may be required. We are an Equal Opportunity Employer, committed to diversity and inclusion. We consider qualified applicants with arrest and conviction records in accordance with fair chance laws.

Compensation packages are market-competitive, with salary ranges based on experience and qualifications.

Salary Range Region 1: $125,100 - $180,000 USD
Salary Range Region 2: $106,300 - $152,900 USD

Shift: Day
Workplace: Remote, with onsite visits as needed.