Digital Technical 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 the Position

• As a Digital Technical Support Engineer 3, your primary responsibility is to provide Tier 2 end-to-end monitoring, troubleshooting, and technical support for both wired and wireless network systems, as well as various software applications, in a multi-tiered support environment.
• You will collaborate closely with clinical and IT personnel at hospitals, internal sales and account teams and cross-functional groups within the company. A strong motivation to become a Subject Matter Expert (SME) on all Intuitive digital products is essential.

• This role involves close cooperation with Product Support, Field Service, Digital Sales, and Engineering teams to support New Product Introduction (NPI) and the successful adoption and commercialization of digital solutions.
• The ideal candidate will report to the Director of Customer Experience & Services Korea and bring a proven track record in resolving complex networking and database issues.

Essential Job Duties

• Provide Tier 1 and Tier 2 support for Intuitive digital products and network solutions, independently and in coordination with Field Service, Digital Sales, and Technical Support teams.
• Act as a subject matter expert for technical specifications and requirements of digital solutions with customers and internal cross-functional teams.
• Support pre-sales and implementation phases of digital solutions, including network, data, and security design.
• Coordinate with Service Support Managers, Engineering, Clinical Customers, Hospital IT, and Field Service organizations regarding network connectivity and troubleshooting.
• Collaborate with Product Support and Engineering to improve product effectiveness, usability, and serviceability.
• Maintain Tier 2-level knowledge of all Intuitive digital products.
• Learn and follow all Intuitive policies and procedures.
• Record, track, and manage customer complaints using internal business systems.
• Create and manage Active Directory accounts and PKI certificates.
• Contribute to and guide preparation of IT/security assessments for customers.
• Connect to Intuitive Hub virtual machines and networked systems for diagnostic and troubleshooting tasks.
• Oversee and implement new configurations, upgrades, and other enhancements across all networked solutions.
• Serve as a liaison on new product introductions, upgrades, and other support activities as a technical SME.
• Create and maintain service documentation and standard operating procedures.
• Perform additional duties related to digital product support as assigned by the manager.

Qualifications

Required Skills and Experience

• Self-motivated, energetic, and customer-focused with strong communication skills.
• Comfortable working in a fast-paced, dynamic environment across multiple time zones, including occasional weekend and holiday support.
• Proficient in network operations, configuration, and troubleshooting including TCP/IP, HTTPS, routers, VLANs, VPNs, firewalls, and NAT/PAT.
• Strong understanding of core IT technologies and processes (OS, databases, access controls, change control, application/system development, IT operations, incident response, monitoring, and asset management).
• Awareness of cybersecurity and network security infrastructure best practices.
• Knowledge of data privacy and protection regulations.
• Strong customer-facing skills to communicate technical information effectively with diverse audiences.
• Ability to make sound decisions and act with urgency while documenting resolutions and root causes thoroughly.
• Familiarity with medical device networking, ISO 27001, APPI, and GDPR requirements.
• Willingness to travel up to 25%. 

Required Education and Training

• Bachelor’s degree in Computer Science, Engineering, or a related field, or 5+ years of equivalent experience in a network support center, preferably within the medical device industry.
• Preferred certifications: MCSE, CCNA, CWNA, CWSP, CompTIA Network+ or Security+.
• Hands-on experience with LAN/WLAN/WAN and Voice/Video over IP.
• Strong skills in analysis, troubleshooting, and debugging, especially with TCP/IP and 802.11 protocols.
• Experience working with hospital IT or in regulated medical environments.
• Strong understanding of network security infrastructure, threats, and mitigation techniques.
• Excellent interpersonal communication skills across all levels of technical and executive stakeholders.
• Proven multitasking skills and ability to work independently with moderate supervision.
• Critical thinking and resourcefulness in addressing new challenges.
• Must be fluent in Korean and English (reading, writing, and speaking).

Preferred Skills and Experience

• Experience with PACS and/or DICOM systems.
• Previous experience in the medical device industry.
• Ability to mitigate cybersecurity risks and maintain secure infrastructure.

Additional Information

Intuitive는 고용 기회 균등 고용주입니다. 당사는 인종, 성별, 임신 여부, 성적 지향, 성 정체성, 출신 국가, 피부색, 연령, 종교, 국가 보훈 대상자, 장애 여부, 유전 정보 또는 연방, 주 또는 현지 관련 법률에 따라 보호받는 기타 모든 지위에 관계없이 자격을 갖춘 모든 지원자 및 직원에게 동등한 고용 기회를 제공하며 모든 유형의 차별과 괴롭힘을 금지합니다.

당사는 기회 균등법에 따라 범죄 및 유죄 판결 기록이 있는 고용 자격을 갖춘 지원자를 고려할 것입니다.