Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy, and consent to receive emails from Rise
Jobs / Job page
Product Technical Support Engineer 3 - 2nd Shift image - Rise Careers
Job details

Product Technical Support Engineer 3 - 2nd Shift - job 1 of 2

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 help solve some of healthcare's hardest challenges and advance what is possible.

Intuitive has been built by the efforts of great people from diverse backgrounds. We believe great ideas can come from anywhere. We strive to foster an inclusive culture built around diversity of thought and mutual respect. We lead with inclusion and empower our team members to do their best work as their most authentic selves.

Passionate people who want to make a difference drive our culture. Our team members are grounded in integrity, have a strong capacity to learn, the energy to get things done, and bring diverse, real world experiences to help us think in new ways. We actively invest in our team members to support their long-term growth so they can continue to advance our mission and achieve their highest potential.

Join a team committed to taking big leaps forward for a global community of healthcare professionals and their patients. Together, let's advance the world of minimally invasive care.

Job Description

Primary Function of the Position

Front line phone support for Customers, Field Engineers, and Sales Professionals. Ensures customer satisfaction by understanding the customer’s needs and their environment to resolve Tier 1 customer issues. Accurately document reported complaints within CRM database. Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction.

Essential Job Duties

  • Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices.
  • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. Some on-site or in-house service support may be required.
  • Perform system error log reviews providing a summary of findings and recommendations to field service.
  • Review auto-generated Service Requests and dispatch Field Service Orders as required, through CRM.
  • Author, review and publish articles in the da Vinci Knowledge Base per assigned goal.
  • Drive resolution of all product performance issues until an acceptable solution is identified and implemented, or it is determined escalation is necessary.
  • Available to provide onsite support for any escalated technical issues, or Customer Care sites per management needs.
  • Review procedures and other documentation and provide feedback as required.
  • Drive key metrics to support corporate/departmental goals.
  • Facilitate technical requests from field engineers.
  • Responsible for creating, dispatching, and tracking service requests in the CRM business system.
  • Assist with the on boarding process and mentorship of new TSEs/TSAs.
  • Ensure processes are in place and are being followed, in accordance with FDA regulations.
  • Have a flexible work schedule, including holidays and on-call duties.
  • Ad-hoc projects as assigned by management.

Qualifications

Required Skills and Experience

  • Effective analytical, troubleshooting and problem-solving skills required.
  • Familiarity of Operating Room protocols, anatomic terminology and knowledge of Endoscopic vision equipment a plus. 
  • Candidate must have excellent oral, written communication skills, as well as people skills.
  • Working knowledge of computers and standard software applications, preferably with SAP, Salesforce, and Microsoft office.

Required Education and Training

  • AA degree in electronics or mechanical engineering and/or two years related job experience.
  • Must be a Field Engineer III or above for at least two years or, three years of experience working in Technical Support in a call center, preferably in the medical device industry.

Additional Information

Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19.  Details can vary by role.

Intuitive is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants and employees, and prohibit discrimination and harassment of any type, without regard to race, sex, pregnancy, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status, genetic information or any other status protected under federal, state, or local applicable laws.

Mandatory Notices

We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws.

We provide market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. It would not be typical for someone to be hired at the top end of range for the role, as actual pay will be determined based on several factors, including experience, skills, and qualifications. The target salary ranges are listed.

Average salary estimate

$80000 / YEARLY (est.)
min
max
$70000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

Similar Jobs
Photo of the Rise User
SunLife Hybrid Wellesley Hills, Massachusetts
Posted 8 hours ago

Sun Life U.S. is looking for a dedicated Client Advocate to handle customer issues and enhance service delivery in a hybrid work model.

Posted 7 hours ago

inKind is looking for a skilled Tier 2 Support Technician to provide remote technical assistance and support for their restaurant-focused platform.

Photo of the Rise User
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development

Serve as a licensed representative at American Express to provide outstanding customer service and insurance enrollment support in a hybrid working environment.

Photo of the Rise User
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development

Deliver exceptional travel planning and customer service as a Travel Consultant for American Express in a hybrid role based in Sunrise, FL.

Photo of the Rise User

Ascend Learning is looking for a Customer Support Specialist to deliver excellent customer service and technical support remotely within the United States.

Photo of the Rise User
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development

Serve premium American Express card members by delivering premium travel consultation and booking support in a dynamic hybrid contact center environment.

Photo of the Rise User
Imprint Hybrid No location specified
Posted 3 hours ago

Lead Imprint’s customer operations to build a scalable, AI-enabled support experience that balances efficiency, compliance, and empathy in the fintech space.

Photo of the Rise User
unitQ Hybrid San Francisco, CA
Posted 8 hours ago

unitQ is looking for a proactive Customer Support Specialist to deliver exceptional client support by resolving technical issues and collaborating across teams.

Brightspeed Hybrid 1120 S Tryon St, Charlotte, NC
Posted 9 hours ago

Brightspeed is seeking a seasoned Customer Success Representative to foster long-term client partnerships and ensure success with their fiber optic solutions in a hybrid work environment.

Photo of the Rise User

Prime Healthcare is looking for a compassionate Patient Account Registrar to join their team in Leavenworth for per diem shifts in patient registration and access.

Photo of the Rise User
Posted 3 hours ago

Serve as a welcoming and professional Flow Experience Agent, enhancing resident and guest experiences while supporting community and operational needs in a dynamic, hospitality-focused environment.

Photo of the Rise User
Posted 9 hours ago

Parabola is looking for a technically skilled and customer-focused Senior Automation Engineer to design and implement AI-driven automation workflows within a hybrid working environment.

Photo of the Rise User
Inclusive & Diverse
Empathetic
Collaboration over Competition
Growth & Learning
Transparent & Candid
Medical Insurance
Dental Insurance
Mental Health Resources
Life insurance
Disability Insurance
Child Care stipend
Employee Resource Groups
Learning & Development

Contribute to American Express’s renowned service as a Travel Consultant by creating exceptional travel experiences for premium card members in a dynamic, high-volume environment.

Founded in 1995, Intuitive Surgical, Inc develops, manufactures and markets robotic technologies designed to improve clinical outcomes and help patients return more quickly to active and productive lives. The company is headquartered in Sunnyvale,...

43 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, hybrid
DATE POSTED
August 12, 2025
Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!