Philips SW Technical Support Engineer- L2 in Foster City, California

Your challenge

You will be part of a highly skilled Healthcare Informatics Solutions and Services team responsible for overall success of Philips customers utilizing our suite of medical imaging products. The Software Technical Support level 2 will be responsible for support our installation and customer support teams at a senior level. This pivotal role will provide you the opportunity to leverage your diverse IT background including DICOM, Windows, scripting, and networking skills deliver our healthcare platform services to a broad set of internal and external customers. Take your technical skills to the next level working on diverse and complex technical challenges in a dynamic and fast paced environment. As a part of this new organization you will have a unique opportunity to broaden your technical knowledge and problem solving skills while being at the forefront of healthcare innovation working on our advanced healthcare medical imaging platform.

Philips is uniquely positioned as a health technology leader. We’ve been doing this for over 100 years, and leading the confluence of clinical and informatics is in our DNA.

What is the Healthcare Informatics Solution Set?

Philips Healthcare Informatics, Inc. develops and distributes enterprise-wide medical image and information management solutions for Radiology and Cardiology departments.

For Radiology Philips offers iSite PACS, an enterprise-wide medical image and information management system, and radiology reading stations for radiologists. The iSite PACS includes iSite Enterprise, a Web-based image distribution solution that allows physicians access to associated patient information; iSite Radiology, a diagnostic reading station that provides diagnostic presentation studies and associated clinical information; and iVault, an online medical image store that scales to studies and supports concurrent iSite Enterprise and iSite Radiology clients across multiple sites.

For Cardiology Philips offers the Xper Flex Cardio system. Xper Flex Cardio is a physiomonitoring monitoring and analysis system for use in the interventional environment. Xper Information Management (Xper IM) encompasses a suite of related solutions designed to enhance interventional cardiology workflow. This innovative software suite presents a variety of innovations tools for reporting, scheduling, inventory and intelligent data management. These tools help enhance efficiency, Xper IM improves and simplifies workflow for all cardiovascular professionals.

Why is the Healthcare Informatics Solution Set important?

By connecting patients, practitioners, and process with innovative technology, we help radiology and Cardiology departments transform their care practice to improve diagnostics, workflow, patient care and financial outcomes. Our aim is to help our customers meet their goals for a positive impact to patients and their bottom line.

Your responsibilities:

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs

  • Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues

  • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation

  • Log all service data required for tracking

  • Maintain a high level of technical competence on Philips solutions and related technologies

  • May act as subject matter expert on specific product group(s)

  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support.

  • Contribute to the knowledge base and create knowledge base materials

  • Provide world class customer service while Work with customers, development teams or level 1 support teams to resolve product issues

  • Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration performing and documenting this knowledge

  • Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality

  • As applicable, serve as final point of escalation within Technical Support model, acting as an important interface between the customer and Engineering

We are looking for:

  • 5+ years supporting one or more Philips solution and/or technology required

  • 2+ years working experience with Philips products and/or technology is preferred.

  • Demonstrated effectiveness of exhibiting leadership through personal responsibility, accountability and teamwork

  • Proven proactive, self-starter with ability to assess complicated scenarios, determine action required, and engage appropriately to resolution

  • Proven ability to write technical articles outlining problems, resolution and troubleshooting steps.

  • Relevant degree in computer science or related technology with 5+ years hands-on experience supporting customers

  • ITIL Foundation certification and Proven ability to write technical articles outlining problems, resolution and troubleshooting steps

  • Location- Foster City, CA, Alpharetta, GA, or possibly remote/work from home


  • Bachelor's degree (BA / BS) in Business, Computer Science, Information Systems or related field preferred or equivalent experience with at least 10 years of experience

  • Experience with Philips Medical Imaging products strongly preferred

  • Firm background in DICOM and HL7

  • Understanding of network configuration (DNS, VPN, IP Proxy, TCPIP, load balancers)

  • Expertise with Windows systems administration (Win 2000, 2003, 2008, 2012, XP, WIN7)

  • Strong background in SQL (2000 through 2014)

  • Advanced Windows troubleshooting

  • Requires highly effective communication skills, both verbal and written.

  • Experience with information and application security including public key encryption, SSH, access credentials, and X.509 certificates.

  • Experience using and troubleshooting the following Technologies/Protocols:

  • Microsoft SQL Server 2000 / 2005 /2008

  • Server Operating Systems: / 2008

  • TCP/IP networking

  • WSUS

  • Experience applying the following skill sets:

  • SQL Query / Report Creation

  • Power Shell Scripting

  • Visual Basic Scripting

  • Batch File Scripting

  • MS Windows Server Installation / Operating system installation

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.

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