Remote Technical Support Engineer II

Intuitive Surgical, Inc.; Dallas (TX); On-site; USD 105,000 - 132,000; Full time

Job summary

Intuitive Surgical, Inc. is seeking a dedicated Support Engineer to provide Tier 1 phone assistance for customers, field personnel, and sales teams. You will diagnose issues over the phone, document cases in CRM, and help escalate complex problems to deliver timely, high-quality service.

The role emphasizes strong communication, problem-solving, and collaboration with cross-functional teams while adhering to regulatory requirements and company standards.

Qualifications

• Strong analytical and problem-solving abilities with good communication skills.
• Familiarity with OR protocols and medical device knowledge is a plus.
• Experience in Tier 1 customer support and CRM use.

Responsibilities

• Provide Tier 1 phone support to customers, field engineers, and sales staff.
• Analyze and troubleshoot robotic system issues via remote diagnostics; on-site support as needed.
• Review cases, dispatch work orders, and document findings in CRM with clear actions.
• Escalate technical requests and drive resolutions to meet performance goals.
• Ensure FDA-compliant processes and participate in ad-hoc projects as assigned.

Skills

Analytical skills

Troubleshooting

Problem solving

Communication skills

Education

Associate degree

Biomedical engineering

Tools

Salesforce

Microsoft Office

Job description

Intuitive Surgical, Inc. is seeking a dedicated Support Engineer to provide Tier 1 phone assistance for customers, field personnel, and sales teams. You will diagnose issues over the phone, document cases in CRM, and help escalate complex problems to deliver timely, high-quality service.

The role emphasizes strong communication, problem-solving, and collaboration with cross-functional teams while adhering to regulatory requirements and company standards.