Level 2 Support Engineer I, CI&I

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.

Your role:

• 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.

You're the right fit if:

• 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. 

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.

This is an office role.

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.

• Learn more about our culture.

Philips Transparency Details

The pay range for this position in (Cambridge, MA) is $69,720 to $111,552

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.    

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  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.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

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.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer including Disability/Vets and maintains a drug-free workplace.