> Markdown version of [/jobs/ext/3054121-technical-manager-l3-technical-support-problem-management-north-america](https://www.wearedevelopers.com/jobs/ext/3054121-technical-manager-l3-technical-support-problem-management-north-america). 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). --- # Technical Manager - L3 Technical Support & Problem Management, North America - **Company:** Koninklijke Philips N.V. - **Location:** East Coast of the United States, United States (Remote available) - **Experience:** Expert - **Salary:** $117,000.0 - $186,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Systems Engineering, Knowledge Management, Enterprise Software Applications, Information Technology - **Published:** September 24, 2026 - **Apply:** https://philips.wd3.myworkdayjobs.com/jobs-and-careers/job/United-States-of-America---Home-Based-United-States/Technical-Manager---L3-Technical-Support---Problem-Management--North-America_591348 ## About the Role * 7+ years of experience in technical support, systems engineering, infrastructure, software delivery, enterprise technology operations, or a related technical environment, preferably within a highly regulated, mission-critical, or complex enterprise environment. * Experience leading or managing technical teams, including coaching, mentoring, technical direction, and talent development. * Strong experience with enterprise system troubleshooting, complex incident management, and technical escalations in customer-facing or production environments. * Demonstrated experience with Root Cause Analysis (RCA) and problem management, including identifying recurring issues and driving corrective and preventive actions. * Proven ability to improve support processes, service performance, and operational reliability through data, automation, monitoring, standardization, or other continuous improvement practices. * Bachelor's / Master's Degree in Engineering, Computer Science, Information Technology, or a related technical discipline, or equivalent experience. Experience supporting regulated, security-sensitive, healthcare, medical imaging, or other high-reliability environments is beneficial. * You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. 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 * Serve as a technical escalation leader for complex customer and production issues, driving advanced troubleshooting, issue isolation, root cause analysis, and sustainable resolution across enterprise technology environments. * Lead and develop a team of Level 3 technical professionals through coaching, mentoring, performance guidance, onboarding, knowledge sharing, and talent development. * Partner closely with Research & Development (R&D), Engineering, Service, Operations, Sales, and Customers to drive effective issue resolution and ensure escalations are well-isolated, technically sound, and supported by evidence. * Lead complex incident and problem management activities, identifying recurring issues, determining root causes, and driving corrective and preventive actions to improve platform and service reliability. * Drive operational excellence by improving resolution times, reducing unnecessary escalations, strengthening troubleshooting practices, and using data and service performance insights to improve support processes. * Support the development of repeatable technical support practices, including documentation, knowledge management, diagnostic processes, and escalation standards. * Champion the use of automation, artificial intelligence (AI), monitoring, and other technical tools to enhance diagnostics, troubleshooting, operational efficiency, and service reliability. * Collaborate across technical and business organizations to translate complex technical issues into clear actions, recommendations, and customer-focused outcomes. ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [Model Based Systems Engineering in an Agile Product Development Process](https://www.wearedevelopers.com/videos/68-model-based-systems-engineering-in-an-agile-product-development-process) - [Same Tower, New Confusion: The Tower of Babel 2.0](https://www.wearedevelopers.com/videos/100101-same-tower-new-confusion-the-tower-of-babel-2-0) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Automated Driving - Why is it so hard to introduce](https://www.wearedevelopers.com/videos/628-automated-driving-why-is-it-so-hard-to-introduce) - [How to be balanced in a software development team](https://www.wearedevelopers.com/videos/66-how-to-be-balanced-in-a-software-development-team) ## Related Articles - [Best Companies in the Netherlands: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/193-best-companies-in-the-netherlands-top-25-companies-in-2023) - [How to Find Tech Jobs in Amsterdam](https://www.wearedevelopers.com/magazine/279-how-to-find-tech-jobs-in-amsterdam) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [The Netherlands – Europe’s powerhouse for software development?](https://www.wearedevelopers.com/magazine/31-the-netherlands-europe-s-powerhouse-for-software-development) - [Software Developer Salary in The Netherlands [2023]](https://www.wearedevelopers.com/magazine/217-software-developer-salary-in-the-netherlands-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)