Technical Support Engineer
$50,020–$87,390 year
HybridChesapeake, Virginia, United States
Job Summary
Manage CITS internal and external knowledge of technical and non-technical issues, Intranet content, and knowledge base materials 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. Oversee product quality before market introduction by analyzing software, manuals, and feedback data to identify trends and provide detailed reports to Product Managers. Collaborate across teams to correct discovered issues, develop training materials, and produce How To videos. Leverage approved AI tools to improve knowledge content and analyze contact data for product opportunities. This role supports the Technical Support team in Chesapeake, VA, with a hybrid schedule.
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
- Industry-recognized technical certifications such as CompTIA A+, Microsoft, Windows, or other relevant certifications
Desired Qualifications
- Industry-recognized technical certifications such as CompTIA A+, Microsoft, Windows, or other relevant certifications preferred
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