> Markdown version of [/jobs/ext/2979992-product-support-engineer](https://www.wearedevelopers.com/jobs/ext/2979992-product-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Engineer - **Company:** Koninklijke Philips N.V. - **Location:** Cambridge, MA, United States - **Experience:** Experienced - **Salary:** $114,000.0 - $182,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Health Informatics, Information Systems, Relational Databases, Dynamic Host Configuration Protocol, Domain Name System (DNS), IP Multicasting, Network Troubleshooting, Log Analysis, Microsoft Visual Studio, Microsoft Software, Microsoft SQL Server, Windows Servers, Citrix Systems, Network Routers, Scripting, PIC Microcontroller, Vmware - **Published:** September 18, 2026 - **Apply:** https://philips.wd3.myworkdayjobs.com/jobs-and-careers/job/Cambridge-US-Massachusetts-United-States/Product-Support-Engineer_586725-1 ## About the Role * You've acquired 2+ years of experience in a role with broad technical knowledge of the XDS, Guardian solution, technical knowledge of Philips Central Station (PIC iX) and all product support processes related to installation, configuration, and troubleshooting issues. * Your skills include: Information Systems networking; Microsoft technologies (SQL Server, Windows Server, Visual Studio, Active Directory); relational databases, VMware, SAN, and Citrix; hardware, software, and network troubleshooting; strong written/verbal communication and customer-escalation skills; scripting for troubleshooting and configuration changes; teamwork and corrective-action leadership; switch/router/controller log analysis; and TCP/IP services including DHCP, DNS, and IP multicast. * You have an Associate's or Bachelor's degree, preferred in Medical Informatics, Applied Science, IT or a related field; 4 years of related work experience in a biomedical, hospital IT or similar role can substitute for a Bachelor's degree. CCNA, CCNP, CWNA, CWTS certification or equivalent, nice to have. * 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 Biomedical, hospital IT background or extensive knowledge in this area. How we work together We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company's facilities. Field roles are most effectively done outside of the company's main facilities, generally at the customers' or suppliers' locations. ## Description In this role, you will be responsible for providing Level 3 technical support for the XDS, Guardian (IGS) and PIC iX portfolios. In addition to resolving complex technical issues, you will contribute to the development and refinement of the organization's overall product support strategy and oversee the execution of associated support processes. Your role: * Provide support for associated products/solutions in diagnosing and troubleshooting systems and is the expert for the team internally and externally. Consult with others on complex issues and influences functional management in the BU, local field, and key customers, including R&D. * Have a thorough understanding of the worldwide field organization including the multiple field roles and tasks that each performs. Champions customer support in the PM marketplace, specifically lowering the cost of ownership and increasing customer satisfaction. * Advocate for the service customer (internal and external) throughout the product lifecycle and have a thorough understanding and knowledge of product support/servicing processes to drive improvements. Challenge the status quo and develop and drive new ideas in solution support. * Leads the global product support strategy by driving technical support, service processes, reliability monitoring, and continuous improvement initiatives to enhance product performance and customer satisfaction. * Provides expert Level 3 escalation support while developing service training, delivering critical service communications, and ensuring effective lifecycle support through issue resolution, improvement recommendations, and end-of-life discontinuance planning. ## Related Videos - [Progressive Delivery in Kubernetes](https://www.wearedevelopers.com/videos/949-progressive-delivery-in-kubernetes) - [JavaScript? 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