Digital System Support Engineer

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:

As a Network Support Engineer, the individual will be the primary technical Subject Matter Expert (SME) who will provide end-to-end monitoring troubleshooting, and technical support for a wired and wireless network system and supporting various customer-based software applications and network, in a multi-tiered service support environment.

This role requires installing, configuring, and maintaining digital solutions for clinical video management, integrating with Electronic Medical Records (EMR), Picture Archiving and Communications (PACS), HL7, and DICOM systems.

This role requires strong network and IT troubleshooting skills and the ability to work collaboratively with customer hospital clinical and IT individuals, sales, and customer account teams, and across functional groups within the company.

This role will be heavily involved with the service operations teams to ensure uptime and reliability are meeting service agreement levels.

We are looking for individuals that are interested utilizing their network and systems engineering and support skills and experiences to pivot from the traditional IT roles and responsibilities into a customer and product driven environment. 

The ideal candidate will be a very good communicator, should be able to effectively trouble shoot over the phone, and enjoys working with a broad range of individuals with varying level of skillsets supporting the network services of very complex medical products.

Roles and Responsibilities:

• Read and inspect customer system installation reports (technical implementation handover checklist) to confirm readiness for support.
• Perform remote system upgrades and maintenance inspections to ensure systems meet performance specifications.
• Troubleshoot and resolve medical software, hardware, and network connectivity issues related to Intuitives digital solutions.
• Customer & Cross-Functional Collaboration
• Act as a liaison between customers and internal teams (Product Management, Engineering, and Sales).
• Participate in conference calls with C-level executives, Net/Sec Engineers, Legal, and Clinical
• teams to answer technical questions.
• Communicate product security, architecture, compliance, and data control features through presentations, meetings, and reports.
• Maintain up-to-date documentation, including Field Activity Reports, Return Material Authorizations (RMAs), and Expense Reports.
• Provide feedback to improve processes and increase operational efficiency.
• Technical Expertise & System Configuration
  Review and advise on system configurations, architecture diagrams, technical specifications, and designs.
• Perform remote server installations and network/service configurations.
• Provide guidance on LDAP configuration, SQL system administration, and troubleshooting
  Maintain accurate configurations of the installed base to ensure systems meet performance specifications.
• Be familiar with network security infrastructure, threats, and vulnerabilities, and work to mitigate security threats.
• Support engineering development, including off-hour verification testing when necessary.
  Training & Internal Support
• Provide technical training and guidance to service operations and developers.
• Support tradeshows and other business-related events, as needed.
• Provide Tier 1 & 2 support by working closely with EU Customers and our internal Technical Support / Field Service / Clinical Sales teams to remotely analyze and troubleshoot complex network connectivity problems, user access and general software application support 
• Support pre and post sales activities as technical subject matter expert; this can include conference calls with C-level executives, DPO, Net/Sec Engineers, Legal, and Clinical to articulate and or answer network, data and security designs/questions about our product/services
• Responsible for completing customer’s request for information
• Ensure that cyber and data regulations required for a medical device are effective and in accordance with local markets regulations
• Work closely with Product Support and Engineering to increase the products effectiveness, usability and serviceability of the device / application
• Gain a solid understanding of Intuitive products, services and company’s policies, processes and procedures
• Effectively use Intuitive business systems to process, record, document complaints and resolution, retrieve contact information, install base and client system configuration information
• Support Engineering development work which may include off hour verification testing
• Be able to execute ad-hoc projects as assigned
• Work collaboratively with the organization to achieve client business goals by providing essential job functions and able to recognize and drive key initiatives to support corporate/departmental goals
• Communicate product / service architectural design, security and data controls, compliance, and features and benefits of the product / service through meetings, presentations, and reports to customers
• Work within a Global Support Team to provide support over a wide range of time zones; and a flexible work schedule is required
• Pre site verifications to prepare site for remote connection, telepresence
• Read and inspect customer’s system installation report (technical implementation hand over checklist) to confirm readiness for support
• Support system upgrades remotely, as per business needs
• Perform maintenance inspections as required to ensure system meets performance specifications
• 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
• Review and advise on systems configurations, architecture diagrams, technical specifications, and designs. Provide technical guidance and training to service operations and developers
• Provide feedback to improve processes and efficiencies

Qualifications

Required Knowledge, Skills, and Experience:

• Bachelor’s degree in computer science, Engineering, or related discipline; or 5+ years equivalent experience acceptable working in a customer support center environment, preferably in the medical device industry.  Current professional certifications, such as Azure DP-900, AZ-900, MCSE, CCNA, CWNA, CWSP and CompTIA Network+ or Security+ certifications are preferred
• Windows Operating System and server administration experience.
• Experience in hardware/software installation and configuration.
• Proven ability to support SQL databases, LDAP configurations
• Experience collaborating with Product Support and Engineering teams.
• Familiarity with service level agreements (SLAs) and regulatory compliance for healthcare IT
• Knowledge of network operations, configuration and troubleshooting TCP/IP, HTTPS, Router skills, VLANs, VPN technology, Firewall skills and NAT/PAT address translation
• Strong experience in core IT technologies, including network systems, operating systems, databases, access controls, and IT operations. Experience working with hospital IT environments and understanding medical regulatory requirements.
• In-depth knowledge of core IT technologies and processes (e.g., network systems, operating systems, databases, access controls, change control processes, application and system development, IT operations, incident response, monitoring, and asset management)
• Familiar with cybersecurity best practices
• Familiar with data privacy and protection regulations, such as GDPR
• Familiar with HL7, PACS and DICOM preferred Comprehensive hands-on experience with LAN/WLAN/WAN, and Voice/Video over IP
• Advanced knowledge of network troubleshooting tools and techniques. Excellent analysis, troubleshooting and debugging skills, in particular TCP/IP and 802.11 networking protocols
• Be familiar with working with hospital IT or in a medical regulated environment
• Be familiar with network security infrastructure, threats, and vulnerabilities to networks, and mitigate security threats.
• Proven customer facing skills with the ability to discuss technical information with a wide range of audiences (From service engineers to CTO/CIO)
• Experience in using service ticketing system (SFDC cases preferred)
• Must read, write and speak English and another EU language fluently (French or German)
• Effectively work and communicate and within the team and upper management
• Thoroughness in completing tasks is imperative.
• Demonstrated analytical and problem-solving skills including an understanding of the regulations and requirements of the healthcare industry.
• Ability to develop relationships and work effectively with customers at all levels and across functions relative to technical and business issues.
• Ability to work independently, troubleshoot and prioritize day to day activities.

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.