Level 2 Support Engineer I, CI&I

Philips • Cambridge, MA

2d • Onsite

About The Position

Level 2 Support Engineer I, CI&I (Cambridge, MA)
This role centers on advanced technical support for connectivity solutions in hospital environments, focusing on deep troubleshooting, root cause analysis, and collaboration with R&D to resolve complex product issues and drive continuous improvement in service delivery.

Requirements

• You’ve acquired a Bachelor’s degree or have 4+ years of relevant experience with vocational education (individual contributor role).
• Strong understanding of network protocols, ability to read and analyze network captures, and troubleshoot communication issues between devices and servers.
• Strong expertise in Microsoft environments (Windows client/server, .NET, C#, C++, DCOM with a good understanding of encryption, cybersecurity concepts, certificates, and PKI.
• You’ve acquired 2+ years of experience in service delivery, engineering, supporting product/service innovation initiatives with healthcare/medical technology or regulated environment experience.
• Your skills include data analysis and interpretation, root cause analysis, solution design, and quality assurance (QA); experience with Agile methodology is a plus.
• You bring strong communication skills, including technical writing and editing, and can clearly document findings and recommendations.
• You’re a collaborative, curious problem-solver who values continuous learning, knowledge sharing, and working effectively with cross-functional teams.
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• 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.
• For this position, you must reside in or within commuting distance to Cambridge, MA.

Nice To Haves

• experience with Agile methodology is a plus.

Responsibilities

• Provide expert technical support for software and hardware components of medical device connectivity solutions, including analysis of logs, network captures, and low-level system interactions.
• Reproduce customer issues in internal environments, perform root cause analysis, and escalate to R&D with detailed technical findings when necessary.
• Act as the gateway between support and R&D, creating and managing bug reports, and supplying actionable information for product fixes and enhancements.
• Assess and troubleshoot issues related to Windows environments, Microsoft server technologies, encryption, cybersecurity, and serial/network communications.
• Collaborate with cross-functional teams, including Level 1 support, R&D, and biomed/healthcare IT professionals, sharing knowledge and supporting continuous improvement through documentation and feedback.

Benefits

• Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level