Technical Support Engineer

This is a fully remote position, open to applicants in Alabama, +45 more states.

📋 Description

• Deliver first-level technical assistance for PACS systems.

• Diagnose and resolve customer issues to ensure system stability and enhance customer satisfaction.

• Receive, prioritize, and handle service requests across various communication channels.

• Record support activities and solutions in the service management system.

• Escalate intricate technical challenges and work together with senior engineers and cross-functional teams.

• Ensure that support activities adhere to regulatory standards.

• Clearly communicate solutions and next steps to customers.

• Engage in continuous training and knowledge enhancement.

• Contribute to the ongoing improvement of services.

• Provide support to a key hospital client in a field-based capacity, typically at customer or supplier sites outside of company facilities.

⛳️ Requirements

• At least 2 years of experience in technical support or a related field, or a bachelor’s degree without prior experience required.

• Preferred experience with PACS, imaging informatics, or Philips Vue PACS; direct experience with Philips Vue PACS is advantageous but not mandatory.

• Proficiency in troubleshooting, customer service, technical documentation, service operations, and resolving technical challenges in a structured support setting.

• High school diploma, vocational education, or a bachelor’s degree in Engineering, a Medical field, a Science-related field, or a similar discipline.

• Strong skills in on-premises IT, root cause analysis, product installation, repair and maintenance, and KPI-based service performance monitoring.

• Effective communication, ability to build collaborative cross-team relationships, clear technical documentation, and informed decision-making under direct supervision.

• Experience with regulatory compliance, data analysis and interpretation, and supporting customers in critical service environments is advantageous.

• Capability to meet the specified physical, cognitive, and environmental job requirements with or without accommodation.

• US work authorization is required; candidates needing current or future visa sponsorship will not be considered.

• Must either reside in or be willing to relocate to the New England territory.

• Relocation benefits will not be provided.

🏝️ Benefits

• Annual incentive bonus may be provided.

• Sales commission may be offered.

• Long-term incentives may be available.

• Generous paid time off (PTO).

• 401k plan with up to 7% matching.

• Health Savings Account (HSA) with company contributions.

• Stock purchase plan.

• Education reimbursement.

• Comprehensive Philips Total Rewards benefits program.