Philips Technical Product Support Specialist in Baltimore, Maryland


Your Challenge

We’re looking for a sharp, self-motivated Engineer interested in solving issues for our custom application built on Philips Hospital-to-Home technology eco-system. You'll be part of a dynamic operations product support team that uses high energy to find solutions for customer and partner problems. If you like problem solving and the satisfaction that comes with resolving complex technical and operational issues, this is the job for you.

In addition to providing a high level of quality, exceptional teamwork is essential to ensure we meet our commitments to customers. You will provide technical escalation support, in the area of our Ambulatory Care Telehealth solution. This support is through interactions with R&D, Global Operations, partner organizations working with our customers and third party vendors.

Your Team

Come join a talented team of technical professionals deploying and operating leading edge telehealth applications. As a Production Support Software Engineer on the team you will be responsible for resolving issues escalated from global operations partners and customers. These solutions are built on Salesforce using Apex, HTML, JavaScript , and Bluetooth enabled devices communicating through an Android device enabling efficient care for thousands of patients.

You will work in a start-up atmosphere while still having the support and reputation of Philips Healthcare.

Your Responsibilities:

  • Triage issues that are escalated by Philips client services

  • Work closely with multiple development teams to understand and resolve issues

  • Lead design of service and support documentation

  • Lead design of service and support training material

  • Inspect production code to determine cause of issues and recommend solutions

  • Represent issues for development at internal Change Control Board.

  • Train the operations support team on ways to resolve repeat issues

  • Troubleshoot operating system, hardware and network issues quickly and effectively

  • Document all actions taken during problem resolution in appropriate internal tracking systems

  • Requires minimal supervision, able to determine methods and procedures for new assignments without assistance

  • The position will require rotating off-hours support

Role Requirements:

  • 3+ years of IT Tech Support or Development

  • Ability to debug and step through source code

  • Database savvy

  • Adapt at understanding and segmenting a complex technology eco-system

  • Good oral and written communication skills

Skills and Experience:

The following skills and experience are desired:

  • Comfortable working in a fast-paced, complex, and dynamic technical setting

  • Managing incidents and problems with 3rd party software and hardware vendors

  • Familiarity with large IDN and Healthcare Informatics eco-systems

  • Experience with SQL, HL7, HTML, JavaScript

  • Familiarity with mobile technology platforms

  • Knowledge of Visual Studio and TFS

  • ITIL Fundamentals and SANS Certifications a plus

Find out more info about Philips at

Philips is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, genetic information, creed, citizenship, disability, protected veteran or marital status.

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.