• Field Technician Support department plays a critical role in supporting field operations. • Essential responsibilities include effective coordination, technical expertise, and a customer-focused approach.

• Guide brands and companies through the technical steps of connecting to the OnPay payments API — from sandbox setup through to live go-live • Support cardholder data migrations: understand what is needed, coordinate with the relevant parties, and ensure migrations complete on schedule • Work closely with Commercial and the Project Manager to stay aligned on migration timelines, flag blockers early, and keep all stakeholders informed of progress • Serve as the technical point of contact during onboarding — so that Amelie, Mikkel, and the commercial team always have someone to call on for technical questions in the field • Act as the first escalation point for local support teams and resellers when they hit technical payment questions • Investigate and diagnose payment issues — covering PSP behaviour, acquirer responses, API errors, tokenisation, card flows, and transaction lifecycle questions • Manage and resolve escalations without defaulting to developers — only escalate to the dev team when the issue genuinely requires code-level intervention • Maintain a shared escalation channel so first-line teams have a structured way to reach you • Build and maintain internal documentation — integration guides, playbooks, and FAQs — and share knowledge with local support teams to improve their first-line resolution rate over time • Be the primary technical contact with payment partners for support queries, issue escalations, and integration guidance • Manage open cases with payment partners — tracking status, following up, and communicating outcomes back to internal teams • Build working relationships with partner support and technical teams to speed up issue resolution and stay informed on platform changes • Own the triage and resolution of payment-related technical incidents from detection through to closure • Reproduce and document issues thoroughly before escalating to development, including environment details, payloads, error responses, and steps to reproduce • Track support volumes, resolution times, and escalation rates — report trends to Payments leadership and contribute to weekly syncs with status on open issues, migrations, and partner cases

Role Description A Field Service Support Engineer 2 will support an assigned region or temporarily assigned territory with planned maintenance activities or other actions as required. When required, install, support, troubleshoot, repair, and otherwise maintain all Intuitive products in an assigned region/territory ensuring all service agreements and warranty obligations are fulfilled and exceeding customer expectations. This requires expertise in electro-mechanical systems, specialized training, as well as excellent customer service and communication skills. Responsibilities: - Perform all types of scheduled maintenance activities for an assigned territory including, but not limited to; system inspections, preventive maintenance, software updates, system recalls, field actions, and upgrades. - Troubleshoot, diagnose, and repair all Intuitive products and associated equipment within a specified territory or region in accordance with procedures and within designated timeframes. - Coordinate and perform system and hardware delivery and installation. - Competent in knowledge and implementation of O.R. protocol and HIPAA standards. - Complete all administrative duties including, but not limited to; Spare parts inventory, Field Activity Reports, Return Material Authorizations, Expense Reports etc. within the prescribed timeframes. - Maintain all Intuitive provided items to include: issued tooling, calibrated tool sets, employee vehicle, laptops, iPads, and any other company owned or issued assets. - Support Intuitive teams as required to facilitate company objectives; e.g., assist outside territories during times of an open territory or during absence of assigned Field Service Engineer, assist Sales teams with trade show support as required, assist Genesis teams with sterile reprocessing training as required, provide hospital contacts to other Intuitive teams as required, etc. - Provide feedback to HQ and take part in continuous improvement projects as required to improve processes and find efficiencies. - Complete all required training items to include, but not limited to; equipment training for all Intuitive products you may need to support, Intuitive Surgical University classes as required, and professional development courses as required by management. - Maintain all aspects of a temporarily assigned territory or region to include, but not limited to; responding to customer needs, establishing a rapport with assigned customer base, and supporting customer training and events as required. Additional Responsibilities: - Conduct training sessions at ISI, training centers, and hospitals. - Understand and comply with all department and company policies. - Provide management with a quarterly territory review and assessment. - Complete all administrative tasks in the required time frame. - Ability to Travel ~80% within the travel and expense policy. - Ad hoc tasks assigned by management. - Reside within 30 miles of an airport and within a designated city in your assigned region. - Willing to work a flex shift, second shift, or other as required by territory and management. - Demonstrate individual characteristics expected of Intuitive personnel (e.g., Character, capacity, energy, experience). Qualifications - 1-3 years of Field Service Experience preferred. - Associate’s degree in related field or equivalent training/experience preferred. - Proven track record of troubleshooting electro-mechanical systems preferred. - Good written and oral communication skills. - General computer skills. - Strong administrative and record keeping skills. - Clean driving record. - Able to lift 75 lbs and move wheeled objects up to 1200 lbs. Requirements - Due to the nature of our business and the role, please note that Intuitive and/or your customer(s) may require that you show current proof of vaccination against certain diseases including COVID-19. - Intuitive is an Equal Opportunity Employer. - We will consider for employment qualified applicants with arrest and conviction records in accordance with fair chance laws. Benefits - Market-competitive compensation packages, inclusive of base pay, incentives, benefits, and equity. - Compensation will be based primarily on the job level at which the role is filled and the candidate’s qualifications, consistent with applicable law.

• Resolve technical requests in chat across HubSpot, Aircall, Stripe, and other company tools within defined SLAs • Own the support queue end-to-end: triage incoming requests, prioritize effectively, keep work in progress low, and prevent backlog buildup • Proactively escalate blocked or high-risk items rather than allowing them to stall • Support routine operational work and HubSpot administration, including workflows, automations, and reporting • Build and maintain automations across Slack, Aircall, Stripe, Zoom, and other systems • Improve internal processes using tools such as n8n, Zapier, and Google Apps Script • Identify repetitive tasks and continuously look for opportunities to streamline or automate them