Technical Support Engineer

Your Impact In This Role

You will maintain the quality and effectiveness in content used in all CRM and Knowledge Management tools. You will also oversee product quality, analyze data, and collaborate across teams to identify opportunities for improvement.

In This Role, You Will

• 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 as 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.

Benefits

• 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

Pay & Schedule

Location: Chesapeake, VA 23320

Workstyle: Hybrid (on campus Tuesdays and Thursdays)

Compensation: $50,020 – $87,390 annually. Actual compensation will be based on factors such as experience, skills, and education.