Technical Support Engineer

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

Technical Support Engineer

Location: US-VA-Chesapeake

Company: Canon Info Technology Services

Requisition ID: 34727

Category: Systems Technical Support

Position Type: Full-Time

Workstyle: Hybrid

About the Role

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.

Why Join Canon ITS?

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities
• And much more!

Location: Chesapeake, VA 23320

Workstyle: Hybrid (On campus Tuesdays and Thursdays)

Compensation

In accordance with applicable laws, the salary range for this position is $50,020 - $87,390 annually. Actual compensation will be based on factors such as experience, skills, and education.

Your Impact

• 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.

About You: The Skills & Expertise You Bring

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

Company Overview

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll‑free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757‑579‑7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Workstyle Description

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Thursdays 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.