Hybrid Technical Support Engineer: Knowledge & AI

Canon Information Technology Services; Chesapeake (VA); Hybrid; USD 50,000 - 87,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid holidays

Paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Job summary

Canon Information Technology Services (CITS) seeks a Technical Support Engineer to join our hybrid team in Chesapeake, VA. The role focuses on managing knowledge content, acting as a third-tier escalation point, and supporting training and video production to improve customer experience.

The ideal candidate will troubleshoot complex issues, analyze trends, document technical information, and collaborate across teams to drive improvements.

Qualifications

• 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.
• 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.
• Oversee the quality of products before introduction to the market and provide timely feedback to client Product Managers.
• Perform ongoing analysis of product, software, and manuals and work with product management to correct issues before and after product launch.
• Monitor data in feedback tools to identify issues and trends and provide timely reporting to Operations Management.

Skills

Troubleshooting

Analytical thinking

Problem solving

Communication skills

Education

Associate's degree

Tools

AI toolsets

Job description

Canon Information Technology Services (CITS) seeks a Technical Support Engineer to join our hybrid team in Chesapeake, VA. The role focuses on managing knowledge content, acting as a third-tier escalation point, and supporting training and video production to improve customer experience.

The ideal candidate will troubleshoot complex issues, analyze trends, document technical information, and collaborate across teams to drive improvements.