Remote Technical Support Engineer II – Medical Devices

Intuitive Surgical, Inc. in; Dallas (TX); On-site; USD 68,000 - 91,000; Full time

Job summary

Intuitive Surgical, Inc. is seeking a Technical Support Engineer 2 (Finance) to provide frontline phone support to Customers, Field Engineers and Sales Professionals.

You will document incidents in CRM, analyze issues with remote diagnostics, and escalate as needed to ensure timely resolution. The role requires a blend of technical acuity and customer service excellence, with Salesforce/Microsoft Office experience and a background in medical devices.

Qualifications

• Analytical, troubleshooting and problem-solving skills required.
• Excellent oral and written communication and customer service skills.
• Experience providing Tier 1 customer support is expected.

Responsibilities

• Provide intraoperative and non-intraoperative technical phone support to customers and field personnel.
• Analyze and troubleshoot robotic problems using remote diagnostics; on-site support may be required.
• Document cases in the CRM and drive escalation when needed.
• Review work orders, dispatch tasks, and contribute to knowledge-base articles.
• Ensure processes comply with FDA requirements and maintain a flexible schedule.

Skills

Analytical and troubleshooting

Oral and written communication

Salesforce

Microsoft Office

Tier 1 customer support

Problem solving

Education

Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering

Two years related job experience

Tools

Salesforce

Microsoft Office

Job description

Intuitive Surgical, Inc. is seeking a Technical Support Engineer 2 (Finance) to provide frontline phone support to Customers, Field Engineers and Sales Professionals.

You will document incidents in CRM, analyze issues with remote diagnostics, and escalate as needed to ensure timely resolution. The role requires a blend of technical acuity and customer service excellence, with Salesforce/Microsoft Office experience and a background in medical devices.