Technical Support Engineer

Job Title

Technical Support Engineer

Job Description

Technical Support Engineer

Support Philips Healthcare Informatics customers by providing advanced technical troubleshooting, root cause analysis, and resolution of complex issues across enterprise-grade VUE PACS environments, including mission-critical on-premises and hybrid solutions.

Your role:

• As a Technical Support Engineer within the Radiology Informatics R&D VUE PACS Team, you will serve as a technical escalation expert, supporting customers and internal teams in resolving complex software and system-related issues.

• You will investigate customer escalations, perform detailed root cause analysis, identify recurring patterns, and drive corrective and preventive actions to improve product quality and prevent recurrence.

• You will assess whether complex customer issues are related to software defects, configuration, infrastructure, integrations, or customer environment factors, and collaborate with R&D to ensure permanent solutions are delivered.

• You will support workaround and hotfix discussions by assessing customer impact, service continuity needs, and the technical implications of temporary and permanent solutions.

• You will proactively look for opportunities to automate repetitive tasks, improve knowledge reuse, and strengthen support processes for recurring customer issues.

• You will collaborate closely with customers, Field Service Engineers, Quality, Product Management, and R&D teams to ensure timely issue resolution and continuous service improvement.

• You will provide technical support remotely and on-site when required, supporting critical customer environments and ensuring business continuity.

• You will contribute to complaint handling activities, review and maintain knowledge articles, support new product introductions, and participate in knowledge-sharing initiatives to strengthen field service capabilities.

• This role offers the opportunity to develop deep expertise in healthcare informatics and medical imaging solutions while working with global stakeholders and contributing directly to improving patient care through technology.

You're the right fit if:

• You have a Bachelor’s or Master’s degree in Engineering, Computer Science, Information Technology, Biomedical Engineering, Medical Informatics, or a related field.

• You have 10+ years of experience in advanced technical support, production support, escalation engineering, infrastructure engineering, enterprise software support, or a comparable technical environment.

• You have proven experience supporting complex, enterprise-grade, mission-critical customer environments, ideally with highly demanding Tier 1 customers where availability, recovery, scalability, and service continuity are critical.

• You have strong hands-on experience troubleshooting complex infrastructure and application issues across multiple technical layers, including servers, networking, operating systems, databases, integrations, and security considerations.

• You have experience working with on-premises or hybrid enterprise solutions; cloud experience is beneficial.

• You have experience working with automation and AI tools.

• You have strong root cause analysis capability, with the ability to go beyond superficial fixes, identify recurring patterns, and propose corrective, preventive, or automated solutions.

• You have a good understanding of software development lifecycle principles, defect management, and production support processes, with the ability to identify potential software bugs, assess customer impact, support workaround or hotfix discussions, and collaborate with R&D until a permanent resolution is delivered.

• You have experience working directly with customers and internal stakeholders in escalated or high-pressure situations, demonstrating ownership, resilience, sound judgment, and a strong service mindset.

• Excellent communication and collaboration skills, with the ability to work effectively across global and cross-functional teams.

• Fluency in English, both verbal and written.

• Knowledge of healthcare informatics, PACS, DICOM and HL7 would be advantageous.

Compensation & benefits

Doing meaningful work should come with fair, transparent rewards. We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations.

This role is eligible for a bonus, with your rewards linked to KPIs & company results. We'll share the full approach and additional benefits with you during the interview process, so you can make a clear, informed decision.

How we work together

We believe we are better together than apart. For our office-based teams, this means working in person at least three days per week. Onsite roles require full-time presence at the company’s facilities. Field roles are most effectively carried out outside the company’s main facilities, generally at customers’ or suppliers’ locations.

This role is an office-based role.

This role is not open to relocation.

About Philips

Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose. If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care.

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