Technical Support Engineer, Level 2

Intuitive

. Provide frontline telephone support to customers, field engineers, sales professionals, and other field personnel .

Posted 11/6/2026full-timeRemote • Dallas • Texas • United StatesJuniorMid-Level💰 $44,000 - $66,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong analytical and troubleshooting capabilities in providing Tier 1 customer support for medical devices, ensuring compliance with FDA requirements and enhancing customer satisfaction through effective communication and problem resolution.

Highest-signal resume keywords

Tier 1 Customer SupportAnalytical SkillsTroubleshooting SkillsCRM ExperienceMedical Device Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportRemote DiagnosticsProblem-SolvingKnowledge Base AuthoringWork Order ManagementSystem Error Log ReviewOperating Room ProtocolsAnatomic TerminologyElectronics CertificationBiomedical Engineering

Soft Skills

Excellent Communication SkillsCustomer Service Skills

Tools & Technologies

SalesforceMicrosoft OfficeCRM Database

Certifications & Qualifications

Associate's Degree in ElectronicsMechanical Engineering CertificationElectrical Engineering CertificationBiomedical Engineering Certification

Industry Keywords

Medical DeviceHealthcare TechnologyFDA ComplianceCall Center OperationsField Service

About the role

Key responsibilities & impact

Provide frontline telephone support to customers, field engineers, sales professionals, and other field personnel
Answer incoming calls and resolve Tier 1 customer issues
Document reported complaints accurately in the CRM database
Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone
Provide intraoperative and non-intraoperative technical phone support
Review system error logs and provide findings and recommendations to field service
Review auto-generated cases and dispatch work orders through the CRM
Author and review Knowledge Base articles
Drive product-performance issues to resolution or escalate when necessary
Facilitate escalation of technical requests from field engineers
Create, dispatch, and track work orders in the CRM business system
Ensure processes comply with FDA requirements
Support team efficiency, customer satisfaction, and corporate or departmental metrics
Provide some on-site or in-house service support as required
Complete ad hoc projects assigned by management

Requirements

What you’ll need

Effective analytical, troubleshooting, and problem-solving skills
Familiarity with Operating Room protocols, anatomic terminology, and medical device products is a plus
Excellent oral and written communication skills and customer service skills
Working knowledge of computers and standard software applications, preferably 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
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
Medical device or healthcare technology experience preferred
Flexible work schedule, including holidays
Current proof of vaccination against certain diseases, including COVID-19, may be required
Must satisfy applicable U.S. export-control requirements, including possible export licensing or a Technology Control Plan

Benefits

Comp & perks

Remote work; employees come onsite when requested by the leader
Base pay, incentives, benefits, and equity
Reasonable accommodations for qualified individuals with disabilities
Equal employment opportunity and anti-discrimination protections