Robotics Tech Support Engineer II - Customer‑Focused

Socket.dev; Dallas (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

Intuitive Surgical is seeking a Frontline Support Specialist to handle inbound calls from customers, field engineers and sales professionals. You will troubleshoot robotic systems, document issues in the CRM, and escalate when needed to ensure quick resolutions while maintaining FDA-compliant processes.

The role requires strong communication skills, experience with Tier 1 support, and familiarity with Salesforce and Microsoft Office.

Qualifications

• Associate's Degree/certification in electronics, mechanical, electrical, or biomedical engineering, and/or two years of related job experience.
• Requires a minimum of one year in a Service Engineer role or at least two years of relevant experience in technical support, call center operations, or a similar technical position—preferably within the medical device or healthcare technology.

Responsibilities

• Provide frontline technical phone support to customers and field personnel.
• Analyze and troubleshoot complex robotic problems via remote diagnostics over the phone; some on-site or in-house service may be required.
• Document reported complaints within the CRM database as part of case management.
• Review auto-generated cases and dispatch work orders via CRM.
• Create and review Knowledge Base articles to support the team.
• Escalate technical requests when needed and drive issue resolution.
• Maintain adherence to FDA compliance in processes and documentation.
• Participate in ad-hoc projects as assigned by management.

Skills

Analytical skills

Troubleshooting

Customer service

Operating room protocol

Anatomical terminology

Medical devices

Communication skills

Salesforce

Microsoft Office

Tier 1 support

Computer literacy

Education

Electronics/biomedical engineering

Two years related experience

Tools

CRM (Salesforce)

Job description

Intuitive Surgical is seeking a Frontline Support Specialist to handle inbound calls from customers, field engineers and sales professionals. You will troubleshoot robotic systems, document issues in the CRM, and escalate when needed to ensure quick resolutions while maintaining FDA-compliant processes.

The role requires strong communication skills, experience with Tier 1 support, and familiarity with Salesforce and Microsoft Office.