Technical Support Engineer II - Medical Device Robotics

Socket.dev

Sunnyvale (CA)

On-site

USD 90,000 - 130,000

Full time

6 days ago

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Job summary

Intuitive Surgical is seeking a frontline phone support specialist in Sunnyvale to assist Customers, Field Engineers, and Sales Professionals. You will listen, understand environments, resolve Tier 1 issues by phone, document cases in CRM, and recommend process improvements.

The role requires strong communication, analytical skills, familiarity with Salesforce and MS Office, and an Associate's degree in electronics/engineering or related experience. You may perform on-site or remote diagnostics.

Qualifications

Associate degree or cert in electronics/engineering, or related experience.
Minimum 1 year as Service Engineer or 2 years in technical support.
Excellent verbal and written communication; customer-focused.
Experience with CRM and ticket handling; knowledge of FDA/compliance is a plus.

Responsibilities

Provide Tier 1 technical phone support to customers and field personnel.
Analyze and troubleshoot robotic problems via remote diagnostics; on-site support may occur.
Document cases and dispatch/track work orders in CRM.
Review logs and provide summaries with actionable recommendations.
Escalate technical requests as needed and drive issue resolution.
Comply with FDA-related processes and contribute to Knowledge Base.