Technical Support Engineer – Knowledge & QA Specialist

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

Benefits offered by this job

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

Professional development opportunities

And much more!

Job summary

Canon Information Technology Services, Inc. seeks a Technical Support Engineer to manage knowledge bases, intranet content, and third-tier escalations, serving as a liaison between Canon USA business units.

The role focuses on improving product quality and customer experience through detailed documentation and cross-team collaboration. The position is hybrid in Chesapeake, VA with on-campus days and a salary range of $50,020–$87,390 annually.

Qualifications

• Associate's degree or post-secondary technical or specialized education.
• 2–4 years of related technical support, engineering, or troubleshooting experience.
• Hands-on experience supporting peripherals, PCs, hardware, software, and AI tools.
• Strong organizational, analytical, diagnostic, and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong knowledge of Windows, macOS, Unix, and Linux.
• Certifications such as CompTIA A+, Microsoft 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.
• Oversee the quality of products before introduction to the market; analyze product, software, and manuals; provide feedback.
• Monitor data in feedback tools to identify issues and trends; report to Operations Management and Product Managers.
• Maintain reference materials and product documentation libraries including manuals and drivers.
• Respond quickly to requirements from Product and Operations Managers.
• Leverage AI tools to improve knowledge content and analyze CRM data for opportunities.

Skills

Troubleshooting

Data analysis

Documentation

Cross-functional collaboration

Communication skills

Operating systems

Certifications preferred

Education

Associate degree or technical education

Tools

AI toolsets

CRM tools

Knowledge management systems

Job description

Canon Information Technology Services, Inc. seeks a Technical Support Engineer to manage knowledge bases, intranet content, and third-tier escalations, serving as a liaison between Canon USA business units.

The role focuses on improving product quality and customer experience through detailed documentation and cross-team collaboration. The position is hybrid in Chesapeake, VA with on-campus days and a salary range of $50,020–$87,390 annually.