Technical Support Engineer

Jobtailor; Chesapeake (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Jobtailor in Chesapeake, VA, seeks a technical support specialist focused on product quality and knowledge management. You will maintain content quality in CRM and knowledge bases, support cross-functional teams, and assist with troubleshooting and feedback to product managers.

You will analyze data, create documentation, and act as escalation for complex issues, using AI tools to improve content and data analysis. Strong IT skills across Windows, macOS, Unix, Linux expected.

Qualifications

• Associate's degree or post-secondary technical education required.
• 2–4 years of related technical support, engineering, or troubleshooting experience.
• Experience supporting computer peripherals, hardware, software, and AI toolsets.
• Strong communication, analytical, and problem-solving skills.
• Proficient across Windows, macOS, Unix, and Linux.

Responsibilities

• Maintain the quality and effectiveness of content used in CRM and Knowledge Management tools
• Support Consults, Operations Management, Quality Assurance, Training, and client Product Managers with troubleshooting and resolution of product quality issues
• Oversee product quality before market introduction and perform ongoing analysis of products, software, and manuals
• Provide detailed feedback to client Product Managers and work with product management to correct issues before and after product launch
• Monitor CRM and knowledge-base feedback data to identify and track issues and trends
• Report and analyze routine and product-specific issues for Operations Management and client Product Managers throughout product lifecycles
• Maintain reference materials and product documentation libraries, including manuals, drivers, and technical documentation
• Respond quickly to changing requirements, requests, and recommendations
• Use approved AI tools to improve knowledge content and analyze contact and CRM data
• Act as a third-tier technical support agent for escalated Operations issues
• Assist with training development and How To video production as a subject matter expert
• Liaise between CITS and Canon USA business units regarding product and program quality issues

Skills

Troubleshooting

Product Analysis

Technical Documentation

Data Analysis

Windows

MacOS

Unix

Linux

CRM Tools

Knowledge Management

AI Toolset Proficiency

Education

Associate's degree or post-secondary technical or specialized education

Tools

AI Tools

CRM Software

Knowledge Base Systems

Job description

• Maintain the quality and effectiveness of content used in CRM and Knowledge Management tools
• Support Consults, Operations Management, Quality Assurance, Training, and client Product Managers with troubleshooting and resolution of product quality issues
• Oversee product quality before market introduction and perform ongoing analysis of products, software, and manuals
• Provide detailed feedback to client Product Managers and work with product management to correct issues before and after product launch
• Monitor CRM and knowledge-base feedback data to identify and track issues and trends
• Report and analyze routine and product-specific issues for Operations Management and client Product Managers throughout product lifecycles
• Maintain reference materials and product documentation libraries, including manuals, drivers, and technical documentation
• Respond quickly to changing requirements, requests, and recommendations
• Use approved AI tools to improve knowledge content and analyze contact and CRM data
• Act as a third-tier technical support agent for escalated Operations issues
• Assist with training development and How To video production as a subject matter expert
• Liaise between CITS and Canon USA business units regarding product and program quality issues

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 ability to communicate technical information effectively
• Strong knowledge of Windows, macOS, Unix, and Linux operating systems
• Ability to troubleshoot and resolve complex problems involving multiple variables
• Industry-recognized technical certifications such as CompTIA A+, Microsoft, Windows, or other relevant certifications preferred

Core Competencies

Demonstrates expertise in product quality management, technical support, and troubleshooting for computer peripherals and software. Proficient in analyzing data and providing actionable feedback to enhance product quality and effectiveness.

Highest-signal resume keywords

• Technical Support Experience
• Product Quality Management
• Troubleshooting Skills
• Knowledge Management Tools
• AI Toolset Proficiency

ATS Optimization Keywords

Hard Skills

• Troubleshooting
• Product Analysis
• Technical Documentation
• Data Analysis
• Windows Operating System
• MacOS Operating System
• Unix Operating System
• Linux Operating System
• CRM Tools
• Knowledge Management

Soft Skills

• Organizational Skills
• Analytical Skills
• Problem-Solving Skills
• Verbal Communication
• Written Communication

Certifications & Qualifications

• CompTIA A+
• Microsoft Certification

Industry Keywords

• Technical Support
• Product Management
• Quality Assurance
• Client Liaison
• Escalated Support

Tools & Technologies

• AI Tools
• CRM Software
• Knowledge Base Systems