Technical Support Engineer
$50,020–$87,390 year
HybridChesapeake, Virginia, United States
Job Summary
Manage internal and external knowledge of technical and non-technical issues, Intranet content, and knowledge base systems to ensure accuracy and accessibility. Act as a third-tier support agent for escalated issues from Operations and serve as the liaison between CITS and Canon USA business units regarding product quality. Troubleshoot complex technical problems, analyze trends in customer data, and document solutions while collaborating across teams to enhance the customer experience. Oversee product quality before market introduction by performing comprehensive analysis of software and manuals, providing feedback to Product Managers, and correcting issues discovered pre- and post-launch. Monitor CRM and feedback tools to identify and track issues, generating timely reports on routine and product-unique problems throughout the product lifecycle. Maintain reference materials and documentation libraries, including manuals and drivers, while leveraging AI tools to improve knowledge content and analyze contact data.
Required 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
- Demonstrated ability to troubleshoot and resolve complex problems where analysis of situations or data requires evaluating multiple variables and identifying appropriate solutions
- 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
Desired Qualifications
- Industry-recognized technical certifications such as CompTIA A+, Microsoft, Windows, or other relevant certifications
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