Philips SW Technical Support Engineer in Foster City, California

Key Areas of Responsibility

  • Analyze break/fix issues and work with empathy and sense of urgency to deliver solutions to meet customer/partner needs

  • Work through resolution of technical service issues according to standard processes and procedures and specialized understanding of complex product issues

  • Ensure all critical cases or highly complex situations are quickly transferred to appropriate senior staff member for immediate attention and proper escalation

  • Log all service data required for tracking

  • Maintain a high level of technical competence on Philips solutions and related technologies

  • May act as subject matter expert on specific product group(s)

  • Ensure all customers receive prompt and courteous support enabling the highest possible customer satisfaction

  • Share best practices, knowledge and learning with team and the global support community to enhance the quality and efficiency of customer support

  • Contribute to the knowledge base and create knowledge base materials

Role Overview:

  • Works directly with customers in the timely and accurate resolution of standard and complex technical support problems, questions and other technical issues

  • Perform case resolution on issues that are beyond the level 1 ability to resolve or require changes

  • Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.

  • May provide support for select large projects with complex configurations that require coordination across technical support, technical consultants, and on-site support teams.

  • Work with customers, development teams or level 1 support teams to resolve product issues

  • Advise and coach level 1 and/or technical consultants on the identification and resolution of issues or system build or configuration best practices

  • Provide world class customer service while performing and documenting this knowledge

  • Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products and to improve overall product quality

  • As applicable, serve as final point of escalation within Technical Support model, acting as and important interface between the customer and Engineering