Technical Support Associate 2 - Mexicali

Company Description

It started with a simple idea: what if surgery could be less invasive and recovery less painful? Nearly 30 years later, that question still fuels everything we do at Intuitive. As a global leader in robotic-assisted surgery and minimally invasive care, our technologies—like the da Vinci surgical system and Ion—have transformed how care is delivered for millions of patients worldwide.

We’re a team of engineers, clinicians, and innovators united by one purpose: to make surgery smarter, safer, and more human. Every day, our work helps care teams perform with greater precision and patients recover faster, improving outcomes around the world.

The problems we solve demand creativity, rigor, and collaboration. The work is challenging, but deeply meaningful—because every improvement we make has the potential to change a life.

If you’re ready to contribute to something bigger than yourself and help transform the future of healthcare, you’ll find your purpose here.

Job Description

Primary Function of the Position

The Technical Support Associate provides frontline phone support for da Vinci systems by managing low-complexity technical inquiries and troubleshooting, completing required documentation in CRM, and performing system log reviews. This role focuses on initial triage and defined support activities, escalating all complex, ambiguous, or judgment‑based issues to the appropriate Technical Support teams.

Essential Job Duties

• Handle inbound Field Service and non-intraoperative technical support calls routed through designated phone and intake channels.
• Resolve issues using documented knowledge base articles and defined resolution workflows.
• Accurately document troubleshooting and resolutions from Field Service interactions within CRM.
• Perform da Vinci system log reviews using established criteria, documenting findings and escalating per defined escalation guidelines as needed.
• Create, update, and manage cases within the CRM system in accordance with approved processes.
• Immediately escalate any issues that are unclear or outside of assigned responsibilities to a Technical Support Engineer; this role does not perform advanced troubleshooting or deep root cause analysis.
• Collaborate with Technical Support Engineers to review knowledge base workflows and playbooks for accuracy and clarity.
• Meet established quality, accuracy, and throughput expectations.
• Have a flexible work schedule.
• Ad-hoc projects as assigned by management.

Qualifications

Working Conditions
Office‑based work in a call center environment involving extended periods of computer use and telephone communication.

Required Skills and Experience

• Experience working in a regulated call center or technical support environment.
• Familiarity with medical device quality systems and documentation practices.
• Experience working within defined escalation‑based support models.
• Fluent in Spanish and English.
• Candidates must have excellent oral and written communication skills, as well as customer service skills.
• Working knowledge of computers and standard software applications, preferably with Salesforce and Microsoft Office.

Required Education and Training

• Bachelor’s degree required; candidates must have completed their university degree.
• experience in technical support, service operations, IT, biomedical technology, electronics, or a regulated call‑center environment.

Additional Information

Intuitive es un empleador que brinda igualdad de oportunidades de empleo. Proporcionamos igualdad de oportunidades de empleo a todos los solicitantes y empleados cualificados, y prohibimos cualquier tipo de discriminación y acoso, independientemente de su raza, sexo, condición de embarazo, orientación sexual, identidad de género, origen nacional, color, edad, religión, condición de veterano protegido o de discapacidad, información genética o cualquier otra condición protegida por las leyes federales, estatales o locales aplicables.

Aviso sobre los Controles de Exportación de EE. UU.: De acuerdo con las Regulaciones de Administración de Exportaciones de EE. UU. (15 CFR §743.13(b)), algunos puestos en Intuitive Surgical pueden estar sujetos a controles de exportación de EE. UU. para candidatos que sean nacionales de países actualmente bajo embargo o sanciones.

Cierta información que usted proporcione como parte de la solicitud será utilizada para determinar si Intuitive Surgical necesitará (i) obtener una licencia de exportación del gobierno de EE. UU. en su nombre (nota: el proceso de obtención de la licencia puede tardar entre 3 y más de 6 meses) o (ii) implementar un Plan de Control de Tecnología (“TCP”, por sus siglas en inglés) (nota: normalmente este paso agrega 2 semanas al proceso de contratación).
Para cualquier puesto en Intuitive sujeto a controles de exportación, las ofertas finales están condicionadas a la obtención de una licencia de exportación aprobada y/o a la ejecución de un TCP antes de la fecha de inicio del empleado potencial, la cual puede o no ser flexible, y dentro de un plazo que no obstaculice de manera irrazonable la necesidad de contratación. Si aplica, los candidatos serán notificados e instruidos sobre cualquier requisito relacionado con estos fines.

Este puesto puede cubrirse con un nivel de puesto diferente al indicado aquí, según las necesidades del negocio y/o la experiencia, los conocimientos y las habilidades del candidato o la candidata seleccionado. La compensación se basará principalmente en el nivel del puesto en el que se cubra el rol y en las cualificaciones del candidato o la candidata, de conformidad con la legislación aplicable.