Sr Solutions Integrator– Solutions Support (ECM/Laserfiche)

Ricoh USA, Inc.; Mississauga; On-site; CAD 90,000 - 120,000; Full time

Job summary

Ricoh USA, Inc. is seeking a Sr Solutions Integrator– Solutions Support to deliver advanced technical support for Ricoh solutions across Direct and Dealer channels. The role ensures stability, performance, and continuous improvement of deployed solutions.

You will troubleshoot complex environments, collaborate with implementation teams, and provide mentorship while maintaining a strong customer focus and adherence to SLAs.

Qualifications

• Minimum of 5 years in a technical support or solution delivery role in client-facing environments.
• Post-secondary education in a technical field or equivalent.
• Proficient in Microsoft Office, including Visio.
• Working knowledge of HTML/CSS, .NET Framework, JavaScript, and Microsoft SQL.
• IT industry certifications are a plus (e.g., Microsoft, CompTIA CDIA+).
• ITIL or Service Management training is a plus.
• Strong understanding of application servers, networks, operating systems, architectures, and virtualization.

Responsibilities

• Provide advanced technical support for Ricoh solutions across Direct and Dealer channels.
• Lead complex incident resolution and coordinate escalations across teams.
• Resolve medium to high complexity cases independently and assist with large-scale incidents.
• Collaborate with implementation teams to understand solution design and customer environments.
• Perform root-cause analysis and gather information from key stakeholders.
• Produce and maintain troubleshooting guides, knowledge base articles, and known error records.
• Provide mentorship to junior team members and coordinate support activities to meet SLAs.
• Maintain strong relationships with customers, partners, and internal teams.

Skills

Client-facing communication

Incident management

Mentorship

Documentation

Education

Post-secondary education in technical field

Technical certifications (asset)

Tools

HTML/CSS

Microsoft SQL

.NET Framework

JavaScript

Visio

Job description

JOB DESCRIPTION

Sr Solutions Integrator– Solutions Support

The Sr Solutions Integrator is a client-facing role responsible for delivering advanced technical support for Ricoh solutions across Direct and Dealer Business channels. The primary responsibility is to ensure the stability, performance, and continuous improvement of deployed solutions.

JOB DESCRIPTION

Sr Solutions Integrator– Solutions Support

The Sr Solutions Integrator is a client-facing role responsible for delivering advanced technical support for Ricoh solutions across Direct and Dealer Business channels. The primary responsibility is to ensure the stability, performance, and continuous improvement of deployed solutions.

This role requires deep expertise in assigned solutions and a strong ability to troubleshoot complex environments. The Sr Solutions Integrator is also expected to collaborate closely with implementation teams to ensure a seamless transition from delivery to post-sales support.

RESPONSIBILITIES

• Responsible for supporting pre-designed and custom solutions independently, requiring no oversight from team members.
• Act as the technical lead within the support desk, coordinating complex incident resolution and managing escalations involving multiple resources.
• Handle and resolve medium to high complexity support cases independently, while contributing to large-scale incident management as part of a broader team.
• Work collaboratively with implementation teams and project stakeholders to understand solution design, configurations, and customer environments.
• Perform detailed issue and root cause analysis, gathering business process and technical information from key client stakeholders.
• Produce and maintain support documentation, including troubleshooting guides, known error records, root cause analysis reports, and knowledge base articles.
• Apply best practice knowledge to diagnose and resolve issues related to software, integrations, configurations, and system performance.
• Provide support coordination for incidents, managing scope, resolution tasks, and timelines.
• Ensure support activities meet defined service levels, timelines, and quality standards.
• Deliver configuration adjustments, fixes, and optimization efforts for complex customer environments while maintaining a strong customer focus.
• Provide mentorship and guidance to junior support desk team members.
• Build and maintain strong working relationships with customers, partners, and internal teams.
• Conduct user support sessions or knowledge transfers to improve user experience, adoption, and reduce recurring incidents.
• Lead or contribute to post-incident review sessions, documenting lessons learned and identifying opportunities for improvement.
• Provide structured feedback to delivery and support teams to improve solution quality and support readiness.
• Work with Ricoh Corporate support groups and partner vendors in a cooperative effort to resolve product issues and improve solution performance.
• Maintain a high level of professionalism in all customer interactions, enhancing the reputation of Ricoh Canada Inc.
• Act as an escalation point for the product support helpdesk, providing expert-level assistance on complex issues.
• Collaborate cross-functionally to improve product performance and overall solution delivery.
• Contribute to the continuous improvement process, working with Delivery Management, Product Management, Engineering, and Support teams by providing client feedback and recommendations.
• Support pre-sales activities
• Other duties as assigned by the manager.

QUALIFICATIONS

• Minimum of 5 years of experience in a technical support or solution delivery role supporting client-facing environments in Document and/or Content Management solutions (e.g., DocuWare, Laserfiche)
• Post-secondary education (degree, diploma, or certifications in a technical field)
• Proficient in Microsoft Office products, including Visio
• Working knowledge of:
  • HTML / CSS
  • Microsoft .NET Framework
  • JavaScript
  • Microsoft SQL
• IT industry certifications are an asset (e.g., Microsoft, CompTIA CDIA+, or equivalent)
• ITIL or Service Management training is considered an asset
• Strong understanding of:
  • Application servers
  • Networks
  • Operating systems
  • Technical architectures
  • Virtualization

KNOWLEDGE, SKILLS & ABILITIES

• Proven experience handling complex support environments, managing priorities, and ensuring high levels of customer satisfaction
• Strong verbal and written communication skills, with the ability to communicate effectively with both technical and non-technical audiences
• Ability to work independently and within a team while proactively improving the customer experience
• Ability to manage multiple concurrent support cases and priorities
• Strong planning, organizational, and time management skills
• Excellent interpersonal and teamwork skills
• Strong analytical and problem-solving capabilities
• Demonstrated leadership and mentorship ability within a support environment
• Occasional travel may be required based on business needs (typically lower than implementation roles)

Intégrateur de solutions principal – Solutions de soutien

L'Intégrateur de solutions principal est un poste en contact direct avec la clientèle, chargé de fournir un soutien technique avancé pour les solutions Ricoh à travers les canaux de vente directe et de distribution. La responsabilité principale consiste à assurer la stabilité, la performance et l'amélioration continue des solutions déployées.

Ce poste exige une expertise approfondie des solutions assignées et une grande capacité à dépanner des environnements complexes. L'Intégrateur de solutions principal devra également collaborer étroitement avec les équipes de mise en œuvre afin d'assurer une transition harmonieuse entre la livraison et le soutien après-vente.

RESPONSABILITÉS

• Responsable de la prise en charge autonome des solutions prédéfinies et personnalisées, sans nécessiter de supervision de la part des membres de l'équipe.
• Agir comme le Responsable technique au sein du service d'assistance, en coordonnant la résolution des incidents complexes et en gérant les escalades impliquant plusieurs ressources.
• Gérer et résoudre de manière indépendante les cas d'assistance de complexité moyenne à élevée, tout en contribuant à la gestion des incidents à grande échelle au sein d'une équipe plus large.
• Collaborer avec les équipes de mise en œuvre et les parties prenantes du projet pour comprendre la conception de la solution, les configurations et les environnements clients.
• Effectuer une analyse détaillée des problèmes et de leurs causes profondes, en recueillant des informations techniques et relatives aux processus métier auprès des principales parties prenantes du client.
• Produire et tenir à jour la documentation de soutien, notamment les guides de dépannage, les enregistrements des erreurs connues, les rapports d'analyse des causes profondes et les articles de la base de connaissances.
• Appliquer les meilleures pratiques pour diagnostiquer et résoudre les problèmes liés aux logiciels, aux intégrations, aux configurations et aux performances du système.
• Assurer la coordination du soutien en cas d'incidents, en gérant le périmètre, les tâches de résolution et les échéanciers.
• Veiller à ce que les activités de soutien respectent les niveaux de service, les délais et les normes de qualité définis.
• Fournir des ajustements de configuration, des correctifs et des optimisations pour les environnements clients complexes tout en maintenant l’orientation client.
• Fournir un mentorat et des conseils aux membres débutants de l'équipe de soutien technique.
• Établir et entretenir des relations de travail solides avec les clients, les partenaires et les équipes internes.
• Organiser des sessions d'assistance aux utilisateurs ou des transferts de connaissances afin d'améliorer l'expérience utilisateur, l'adoption et de réduire les incidents récurrents.
• Animer ou participer aux séances d'analyse post-incident, en documentant les enseignements tirés et en identifiant les pistes d'amélioration.
• Fournir un retour d'information structuré aux équipes de livraison et de soutien afin d'améliorer la qualité des solutions et la disponibilité du soutien.
• Collaborer avec les groupes de soutien de Ricoh Corporate et les fournisseurs partenaires dans un effort de coopération pour résoudre les problèmes liés aux produits et améliorer les performances des solutions.
• Maintenir un haut niveau de professionnalisme dans toutes les interactions avec la clientèle, renforçant ainsi la réputation de Ricoh Canada Inc.
• Agir comme point d'escalade pour le service d'assistance produit, en fournissant une assistance de niveau expert sur les problèmes complexes.
• Collaborer de manière transversale pour améliorer les performances du produit et la mise en œuvre globale de la solution.
• Contribuez au processus d'amélioration continue en collaborant avec les équipes de gestion des livraisons, de gestion des produits, d'ingénierie et de soutien, en fournissant des commentaires et des recommandations aux clients.
• Soutien aux activités de prévente.
• D’autres tâches, telles