Technical Support Engineer 2

Intuitive

Technical Support Engineer providing phone support to customers and field personnel for robotic surgery systems. Analyzing issues and ensuring customer satisfaction in medical device technology.

Posted 4/14/2026full-timeRemote • Dallas • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $49,000 - $66,000 per yearWebsite

About the role

Key responsibilities & impact

Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc.
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 cases and dispatch work orders as required through CRM.
Author and review articles in the Knowledge Base per assigned goal.
Drive resolution of all product performance issues until an acceptable solution is identified and implemented or it is determined that escalation is necessary.
Drive key metrics to support corporate/departmental goals.
Facilitate the escalation of technical requests from field engineers.
Responsible for creating, dispatching, and tracking work orders in the CRM business system.
Ensure processes are in place in accordance with FDA compliance.
Have a flexible work schedule, including holidays.
Ad-hoc projects as assigned by management.

Requirements

What you’ll need

Effective analytical, troubleshooting and problem-solving skills required.
Familiarity of Operating Room protocols, anatomic terminology and knowledge of medical device products is a plus.
Candidate must have excellent oral, written communication skills, as well as customer service skills.
Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft office
Experience providing Tier 1 Customer level support
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

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Professional development opportunities
Flexible work schedule

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingremote diagnosticssystem error log reviewwork order dispatchingtechnical supportproblem-solvinganalytical skillscustomer service

Soft Skills

communication skillsflexibilityteam collaboration

Certifications

Associate's Degree in electronicsAssociate's Degree in mechanical engineeringAssociate's Degree in electrical engineeringAssociate's Degree in biomedical engineering