Product Support Engineer

About the role

In this role you will provide Level 3 technical support for the XDS, Guardian (IGS) and PIC iX portfolios, resolve complex technical issues, and help shape the overall product support strategy.

Key responsibilities

• Diagnose and troubleshoot systems for associated products, acting as the internal and external expert.
• Consult on complex issues and influence functional management across the business unit, field teams, R&D and key customers.
• Champion customer support in the PM marketplace, lowering cost of ownership and increasing satisfaction.
• Advocate for service customers throughout the product lifecycle and drive process improvements.
• Lead the global product support strategy, including reliability monitoring and continuous‑improvement initiatives.
• Provide expert Level 3 escalation support while developing service training and critical communications.

Required profile

• 2+ years experience with XDS, Guardian solution, Philips Central Station (PIC iX) and related support processes.
• Associate’s or Bachelor’s degree in Medical Informatics, Applied Science, IT or related field (or 4 years relevant experience).
• Biomedical or hospital‑IT background with extensive knowledge of installation, configuration and troubleshooting.
• US work authorization and residence within commuting distance of Cambridge, MA.
• Relevant certifications such as CCNA, CCNP, CWNA or CWTS are a plus.

Required skills

• Information systems networking.
• Microsoft technologies: SQL Server, Windows Server, Visual Studio, Active Directory.
• Relational databases, VMware, SAN, Citrix.
• Hardware, software and network troubleshooting.
• Scripting for troubleshooting and configuration changes.
• Switch/router/controller log analysis.
• TCP/IP services including DHCP, DNS and IP multicast.

What we offer

• Salary range $114,000 – $182,000 per year.
• Annual incentive bonus, long‑term incentives and stock purchase plan.
• Comprehensive benefits: generous PTO, 401(k) with up to 7 % match, HSA contributions, education reimbursement, etc.
• Office‑based role with at least three days per week on‑site in Cambridge, MA.