Technical Support Information System Engineer


Dec 13th, 2022
At Intuitive, we work together to advance minimally invasive care and strive to achieve meaningful progress daily with small teams of outstanding people. Innovation is essential to our success. We seek to learn from everyone, copy no one, and challenge the status quo. We approach our work with humility and our colleagues with kindness. Mutual respect, inclusive practices, and diversity of thought are necessary. We believe great work should be rewarded, and we believe in the shared, long-term ownership in Intuitive’s success.

Intuitive Surgical, Inc., headquartered in Sunnyvale, California, is the pioneer and a global technology leader in robotic-assisted, minimally invasive surgery. Intuitive develops, manufactures and markets the da Vinci surgical system. The company strives to make surgery more effective, less invasive and easier on surgeons, patients and their families.

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.
1020 Kifer Rd, Sunnyvale, CA 94086

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 Position:

Install and Support Intuitive Medical products, ensure service agreements and warranty obligations are fulfilled. Exceed customer expectations and maintain customer satisfaction at the highest possible level.

Roles and Responsibilities:

  • Pre site verifications to prepare site for remote connection and system installation.
  • Assist in coordination of system delivery (e.g. confirming site readiness)
  • Perform system installations.
  • Install system upgrades.
  • Provide technical support to end-users and other Orpheus employees.
  • Train customer on new features or enhancements made to existing features.
  • Perform maintenance inspections as required to ensure system meets performance specifications.
  • Troubleshoot and repair Intuitive products and associated equipment failures as required.
  • Maintain accurate configurations of installed base.
  • Support tradeshow activity.
  • Provide back up support to adjacent FE’s
  • Administrative duties, which include but not limited to; Field Activity Reports, Return Material Authorizations, Expense Reports etc…
  • Act as a liaison for customers to Product Management, Engineering and Sales.
  • Provide feedback to improve processes and efficiencies.
  • Develop rapport with hospital staff
  • Competent in knowledge and implementation of Medical products used for patient care


  • Create and validate architectural, technical, and functional design of the system
  • Technical lead on a project – takes direction from Orpheus Project Manager and Leadership team when assigned to a project
  • Work directly with customer resources to install and maintain the system


Required Knowledge, Skills, and Experience:

  • 3-5 years of field service experience with medical systems preferred
  • Proven track record of troubleshooting medical software systems
  • Good written and oral communication skills – English and French
  • Windows Operating System and server system administrator
  • Professional installation and wiring of PC hardware in multiple configurations (wall, boom, mobile cart)
  • Strong administrative and record keeping skills
  • Strong analysis, troubleshooting and debugging skills
  • Ability to work independent and purposeful from remote
  • Self-manage workload with moderate supervision

Preferred Skills

  • Hardware and Software installation and configuration
  • Healthcare and Medical system installation
  • LDAP configuration and troubleshooting
  • SQL system administrator and troubleshooting
  • Good knowledge of core IT technologies (e.g., network systems, operating systems, databases, access controls, IT operations, etc.)

Additional Notes and Physical Requirements

  • Able to enter surgical and other patient care areas
  • Ability to travel up to 20%. Some short notice travel required
  • Able to Lift 50 lbs.

Additional Information

Intuitive is an Equal Employment 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.

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

Shift : Day

Travel : 25% of the time

Travel Requirements:25% of the time Shift:Day

If you require alternative methods of application or screening, you must approach Intuitive directly to request this, as we're not responsible for the employer's application process.

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