**Level 2 Support Engineer I, CI&I (Cambridge, MA)** This role centers on advanced technical support for connectivity solutions in hospital environments, focusing on deep troubleshooting, root cause analysis, and collaboration with R&D to resolve complex product issues and drive continuous improvement in service delivery. **Your role:** + Provide expert technical support for software and hardware components of medical device connectivity solutions, including analysis of logs, network captures, and low-level system interactions. + Reproduce customer issues in internal environments, perform root cause analysis, and escalate to R&D with detailed technical findings when necessary. + Act as the gateway between support and R&D, creating and managing bug reports, and supplying actionable information for product fixes and enhancements. + Assess and troubleshoot issues related to Windows environments, Microsoft server technologies, encryption, cybersecurity, and serial/network communications. + Collaborate with cross-functional teams, including Level 1 support, R&D, and biomed/healthcare IT professionals, sharing knowledge and supporting continuous improvement through documentation and feedback. **You're the right fit if:** + You’ve acquired a Bachelor’s degree or have 4+ years of relevant experience with vocational education (individual contributor role). + Strong understanding of network protocols, ability to read and analyze network captures, and troubleshoot communication issues between devices and servers. + Strong expertise in Microsoft environments (Windows client/server, .NET, C#, C++, DCOM with a good understanding of encryption, cybersecurity concepts, certificates, and PKI. + You’ve acquired 2+ years of experience in service delivery, engineering, supporting product/service innovation initiatives with healthcare/medical technology or regulated environment experience. + Your skills include data analysis and interpretation, root cause analysis, solution design, and quality assurance (QA); experience with Agile methodology is a plus. + You bring strong communication skills, including technical writing and editing, and can clearly document findings and recommendations. + You’re a collaborative, curious problem-solver who values continuous learning, knowledge sharing, and working effectively with cross-functional teams. + You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position. **How we work together** We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations. This is an office role. **About Philips** We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others. + Learn more about our business. + Discover our rich and exciting history. + Learn more about our purpose. + Learn more about our culture. **Philips Transparency Details** The pay range for this position in (Cambridge, MA) is $69,720 to $111,552 The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered. Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more. Details about our benefits can be found here. At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. **Additional Information** US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future. Company relocation benefits **will not** be provided for this position. For this position, you must reside in **or** within commuting distance to Cambridge, MA. It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person’s relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws. 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. Equal Employment and Opportunity Employer/Disabled/Veteran