Product Support Engineer, da Vinci Platforms

Description

The role supports the company's robotic system and integrated digital platforms in operation and service.

You act as the main link between internal engineering, quality and manufacturing teams and the services groups, such as field service, technical education, technical support and service marketing.

The job centers on resolving urgent field escalations, writing service content, and analyzing field issues to improve products, processes and service.

Responsibilities

• Handle real-time Tier-3 troubleshooting for escalations raised by field service, technical support, network support, customer service, and sales and marketing staff.
• Analyze system anomalies, recommend how to resolve them, and keep internal and external customers informed in a timely way.
• Contribute to development, validation, documentation and rollout plans for robotic platform software and hardware.
• Build and maintain servicing workflows and load them into service applications, working with technical writing and application development.
• Write service procedures, technical bulletins, training materials and other technical documents.
• Manage and troubleshoot field engineering infrastructure, including IT operations, field laptops and service software applications.
• Lead failure investigations, collect and analyze data, and work with engineering to find design, service and quality improvements.
• Spot training needs and help the technical training team deliver them to service staff worldwide.
• Support quality and post-market surveillance work, such as field actions and CAPAs.

Requirements

• Bachelor's degree in an engineering field, or equivalent experience.
• 5-8 years in an engineering role, or equivalent experience supporting a service organization.
• Strong grounding in systems or integration engineering, with proven experience planning and running product and process qualification for medical devices under quality and regulatory frameworks.
• Hands-on scripting experience in languages such as Python, C, C++ or PowerShell, plus use of AI-assisted tools (e.g. Claude, Windsurf or similar) for code generation, refactoring, debugging, testing and documentation.
• Ability to review and understand complex electromechanical product and component specifications.
• Strong analytical, troubleshooting and problem-solving skills.
• Excellent written, verbal and technical communication, good interpersonal skills, and ability to work across functions and in remote teams.
• Preferred: bachelor's degree in computer engineering, computer science or a related field.
• Preferred: medical device, complex capital equipment or robotics experience.
• Preferred: IT knowledge covering laptop hardware and components, software, networks, operating systems, databases, access controls, and IT operations and monitoring.
• Preferred: familiarity with SQL-type relational databases and statistical analysis tools.
• Preferred: experience with enterprise software and electronic documentation or quality systems, such as Agile/ACCS, SAP, Salesforce, Polarion, Windchill and Trackwise.
• Preferred: familiarity with SolidWorks CAD tools.
• Preferred: Lean or Six Sigma experience in engineering or business settings; accredited Lean Six Sigma certification is desirable.

Conditions

Proof of current vaccination against certain diseases, including COVID-19, may be required by the company or customers; requirements vary by role.

Some roles may be subject to US export controls for applicants who are nationals of countries under embargo or sanctions.

For roles under export controls, offers depend on an approved export license and/or a Technology Control Plan before the start date. Licensing can take 3 to 6+ months, and a TCP typically adds 2 weeks. Affected candidates will be told what is needed.

Application details may be used to decide whether an export license or TCP is needed.

Applicants with arrest and conviction records are considered under fair chance laws.

The role may be filled at a different level based on business need and the candidate's experience, knowledge and skills.

Pay depends mainly on the level at which the role is filled and the candidate's qualifications, within legal limits.