Technical Support Engineer

Canon Info Technology Services•Chesapeake, VA

12d•$50,020 - $87,390•Hybrid

About The Position

Canon Information Technology Services (CITS) is seeking a Technical Support Engineer (TSE) to join our Technical Support team. In this role, you will manage the CITS internal and external knowledge of both technical and non-technical issues, Intranet content, knowledge base content, and other systems, to ensure CITS knowledge is complete, effective, and easy to obtain. The TSE also acts as a third tier technical support agent for escalated issues from Operations and is the liaison between CITS and Canon USA business units regarding product and program quality issues. Additionally TSEs will assist in training development and How To video production as a subject matter expert. The ideal candidate enjoys troubleshooting complex technical issues, analyzing trends and customer data, documenting technical information, and collaborating across teams to identify opportunities for improvement and enhance the customer experience.

Requirements

Associate's degree or post-secondary technical or specialized education from a technical, vocational, or business school.
2–4 years of related technical support, engineering, or troubleshooting experience.
Extensive hands-on experience supporting computer peripherals, PCs, hardware, software, and/or AI toolsets, supplemented by specialized technical training.
Strong organizational, analytical, diagnostic, and problem-solving skills.
Excellent verbal and written communication skills, with the ability to effectively communicate technical information.
Strong knowledge of operating systems, including Windows, macOS, Unix, and Linux.
Demonstrated ability to troubleshoot and resolve complex problems where analysis of situations or data requires evaluating multiple variables and identifying appropriate solutions.

Nice To Haves

Industry-recognized technical certifications such as CompTIA A+, Microsoft, Windows, or other relevant certifications preferred.

Responsibilities

Maintain the quality and effectiveness in content used in all CRM and Knowledge Management tools.
Be responsive to Consults, Operations Management, Quality Assurance, Training, and client Product Managers in assisting with troubleshooting, understanding and resolution of product quality issues.
To the extent possible, oversee the quality of products before introduction to the market. Perform ongoing comprehensive analysis of product, software, and manuals. Provide timely and detailed feedback to client Product Managers. Work with product management to correct issues discovered, both before and after product launch.
Closely monitor data in feedback tools such the CRM and knowledge base to identify and track issues and trends. Provide timely reporting and analysis to Operations Management and client Product Managers regarding both routine and product-unique issues during the life cycle of products.
Maintain reference materials and product documentation libraries including manuals, drivers, technical documentation and product, as applicable.
Deal effectively with rapid change. Respond appropriately and quickly to requirements, requests and recommendations generated by client Product Managers and Operations Managers.
Leverage approved AI tools to efficiently improve knowledge content and analyze contact and CRM data to identify product and knowledge opportunities.