Global Support Engineer II (Surgical Robotics)

TL;DR

Global Support Engineer II (Surgical Robotics): Providing Level 3 technical escalation support for the Hugo Robotic-Assisted Surgery System with an accent on system uptime, root cause diagnosis, and cross-functional collaboration. Focus on troubleshooting complex electromechanical systems in real-world clinical environments and driving design-for-service improvements.

Location: Onsite in North Haven, CT (minimum 4 days/week); requires up to 40% travel (primarily domestic, occasionally international).

Salary: $84,800 - $127,200 USD

Company

hirify.global is a global healthcare technology leader dedicated to alleviating pain, restoring health, and extending life through engineering innovation.

What you will do

• Serve as Level 3 technical escalation support for Hugo robotic systems globally.
• Act as the technical bridge between Field Service, R&D, Product Engineering, and Quality teams.
• Support system installations, critical repairs, and time-sensitive escalations for live surgical cases.
• Diagnose root causes of technical issues and drive resolution paths to ensure system uptime.
• Partner with R&D to evaluate new concepts and influence design-for-service improvements.
• Document technical findings and contribute to continuous improvement reports.

Requirements

• Bachelor’s degree in Engineering or a related technical field.
• 2+ years of experience in technical support, field service, or systems engineering.
• Must possess unrestricted U.S. work authorization at the time of hire.
• Valid passport required for travel outside of the United States.
• Willingness to obtain vendor credentialing for access to hospital operating rooms.
• Must be based in North Haven, CT for onsite work (minimum 4 days/week).

Nice to have

• Experience supporting complex systems such as robotics, capital equipment, medical devices, or aerospace.
• Strong mechanical, electromechanical, software, or systems troubleshooting skills.
• Experience interfacing directly with product engineering or R&D teams.
• Ability to operate confidently in high-pressure clinical or customer-facing environments.

Culture & Benefits

• Comprehensive Health, Dental, and Vision insurance, including HSA and FSA options.
• 401(k) plan with employer contribution and match.
• Tuition assistance and reimbursement.
• Global well-being program (Simple Steps).
• Paid time off, paid holidays, and Employee Stock Purchase Plan.
• Life insurance and long-term disability leave.