Level 2 Support Engineer I, Clinical Integration & Insights – Cambridge, MA

As a Level 2 Support Engineer primarily for the Capsule MDIP product family of medical device connectivity solutions you will investigate complex customer issues, help achieve a high level of customer satisfaction and champion customer needs as well as supportability requirements with R&D teams.

Your role:

• Handle support escalations from lower levels of Technical Support and Field Implementation teams for complex issues

• Create solutions or workaround for escalated issues in order to ensure a high level of customer satisfaction

• Perform root cause investigation of issues to provide the necessary information to R&D to correct product issues

• Train lower levels of support and other members of the S&SD teams on technical aspects of products

• Acts as a technical expert on products

• Champion customer support needs and supportability requirements in products

• Work together with Product Management and R&D teams to specify and review supportability and reliability aspect of products

You're the right fit if:

• You’ve acquired 5+ years of experience in Healthcare IT or Medical Devices with a strong IT background

• Your skills include knowledge of hospital IT systems, network communication, serial communication, databases, a strong customer focus and problem-solving mindset

• You have a Master’s Degree in Computer Engineering, Science or equivalent experience

• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.

• You have good interpersonal skills, work well within teams composed of people with very varied profiles (technical and non-technical), are able to understand complex technical topics and simply them for the non-initiated.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.

• Discover our rich and exciting history.

• Learn more about our purpose.

• Read more about our employee benefits.

If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our commitment to diversity and inclusion here.

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

Company relocation benefits will not be provided for this position. For this position, you must reside in or within commuting distance to Cambridge, MA

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It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

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