System Solutions Professional III

Canon Careers • NY-Melville US-IL-Itasca, NY

4d • Hybrid

About The Position

Join one of the world’s most admired imaging companies as a member of our Technical Support Center (TSC). This is an opportunity to leverage your software expertise and provide premier technical support in a dynamic environment. In the role of Systems Solutions Professional III, you will serve as a high level technical resource, delivering advanced phone-based support to Canon Independent Dealers and Canon Solutions Group (CSG) technicians, with a primary focus on resolving complex software application challenges and ensuring seamless network connectivity integration. Availability: Must be able to work the 11:00 AM – 7:00 PM ET shift. Locations: Melville, NY Preferred | Itasca, IL This position is full time and offers a hybrid work schedule requiring you to be in the office Monday, Tuesday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

Requirements

• Bachelor’s degree in a technical field preferred or equivalent professional experience plus 2 to 4 years of related experience.
• Strong background in supporting software applications and cloud services.
• Solid understanding of network protocols, connectivity troubleshooting, and software-to-device integration.
• Advanced ability to diagnose complex technical issues using remote tools and lab simulations.
• Strong verbal and written skills.
• Must be legally authorized to work in the United States.
• All applicants must reside in the United States at the time of hire.

Nice To Haves

• Preference will be given to candidates with Canon-specific experience in systems and software support.
• Canon experience (uniFLOW and PRISMA) is a major plus.
• Foundational knowledge of Canon engine hardware is a significant plus.
• Foundational knowledge of Canon hardware engines is a plus.

Responsibilities

• Provide 2nd-level phone and web-based support to certified Canon resellers.
• Diagnose complex software application issues and network environment configurations that impact the performance and integration of Canon products.
• Serve as a subject matter expert for Canon’s software suite, including uniFLOW, Therefore, and PRISMA.
• Provide support for specialized utilities and cloud-based services, ensuring seamless digital workflows.
• Recommend solutions using technical expertise, reference data, and remote troubleshooting sessions to resolve high-level software conflicts and configuration errors.
• Utilize an "OPEN" pre-escalation framework to duplicate, re-create, or set up customer environments.
• Obtain critical data, assess specific software behaviors, and validate fixes.
• Document all technical interactions in ServiceNow to ensure professional follow-up, case continuity, and timely resolution of dealer inquiries.
• Author and produce short “How To” videos for the eSupport library, empowering field engineers and technicians to resolve complex software tasks independently.
• Actively contribute to and maintain the internal and external Knowledge Base, sharing technical insights and "best practices" to improve support efficiency.

Benefits

• Employee referral bonus
• Employee discounts
• “Dress for Your Day” attire program
• Volunteer opportunities
• Canon welcome kit and official merch
• Medical
• Dental
• Vision
• 401(k) Savings Plan
• Discretionary profit sharing
• Discretionary success sharing
• Educational assistance
• Recognition programs
• Vacation

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level