4 days ago
Bengaluru, IndiaSenior
Responsibilities
- Provide L2/L3 remote technical support to global customers for Philips PerformanceBridge and Advanced Visualization solutions.
- Troubleshoot complex software, hardware, operating system, database, network, and integration issues with minimal supervision.
- Perform remote upgrades, configuration changes, health checks, and operating system security patching according to customer change-control requirements.
- Monitor system health and proactively prevent or minimize unplanned downtime.
- Diagnose issues using logs, system metrics, application behavior, service tools, and structured problem-solving methods.
- Escalate product defects and complex technical issues to R&D and engineering teams with reproduction steps, logs, evidence, and business impact.
- Collaborate with Engineering and Global Support to improve installation quality, support readiness, and future service requirements.
- Document findings, customer communications, root causes, actions, and resolution steps in service systems.
- Create troubleshooting notes, best practices, lessons learned, and technical coaching materials for peers.
- Support customers and cross-functional teams while balancing technical quality, resolution speed, compliance, and cost-effective solutions.
Requirements
- Relevant technical degree or equivalent experience in Computer Science, Information Technology, Engineering, Healthcare IT, or a related discipline.
- At least 6 years of professional experience, including at least 2 years in medical device, healthcare IT, technical service, support, engineering, or QA environments.
- Strong experience troubleshooting software-based products in production environments under defined SLAs.
- Experience supporting enterprise applications in customer data-center, virtualized, cloud, or hybrid IT environments.
- Hands-on experience with Microsoft Windows Server, Microsoft SQL Server, Active Directory, Group Policy, networking concepts, and enterprise security practices.
- Experience using Linux for log analysis, command-line troubleshooting, service management, permissions, connectivity checks, and basic system administration.
- Preferred familiarity with healthcare imaging or clinical informatics, radiology or cardiology workflows, DICOM, HL7, PACS, and hospital network environments.
- Practical experience with application log analysis, Windows Event Viewer, Linux shell commands, SQL queries, service/process analysis, and network troubleshooting tools.
- Understanding of backup and restore concepts, certificates, authentication mechanisms, firewalls, proxies, antivirus and security controls, and patch management.
- Experience preparing structured escalation packages with timelines, environment details, logs, screenshots, observed behavior, and customer impact analysis.
- Experience contributing to knowledge articles, troubleshooting runbooks, operational handovers, and continuous service improvement.
- Strong troubleshooting, analytical, communication, collaboration, documentation, and customer-support skills.
- Willingness to work flexible hours and shifts supporting 24x7 global customer operations.
Benefits
- Global role supporting a 24x7 follow-the-sun operating model with flexibility to work any 40 hours in the week.
- The posting states that office-based teams work in person at least 3 days per week; field roles generally work at customer or supplier locations.
- Opportunity to support healthcare customers and clinical workflows through Philips Clinical Informatics solutions.
- Opportunity to collaborate with R&D and global support teams and contribute to knowledge sharing and service improvement.
About Philips
Philips builds medical imaging, patient monitoring, image-guided therapy, and connected-care software and devices for hospitals and clinicians, plus select personal health products. Revenue comes from hardware, software, and services, including SaaS via its HealthSuite cloud. Founded in 1891 and headquartered in Amsterdam, Philips is a public company listed in Amsterdam and on the NYSE (PHG), serving health systems worldwide.