System Solutions Professional III

Join one of the world’s most admired imaging companies as a member of our Technical Support Center (TSC). This role enables you to leverage your software expertise and provide premier technical support in a dynamic environment. The Systems Solutions Professional III position is a high‑level technical resource delivering advanced phone‑based support to Canon Independent Dealers and Canon Solutions Group (CSG) technicians, primarily focusing on resolving complex software application challenges and ensuring seamless network connectivity integration.

Must be able to work the 11:00 AM – 7:00 PM ET shift.

Melville, NY;
Itasca, IL;
Burlington, NJ

This full‑time position offers a hybrid schedule. You will be in the office Monday, Tuesday, and Wednesday and may work from home the remainder of the week, unless a specific business need arises.

• Provide 2nd‑level phone and web‑based support to certified Canon resellers.
• Diagnose complex software application issues and network environment configurations affecting Canon products performance and integration.
• Serve as a subject‑matter expert on Canon’s software suite (uniFLOW, Therefore, PRISMA) and support specialized utilities and cloud services.
• Recommend solutions using technical expertise, reference data, and remote troubleshooting to resolve high‑level software conflicts and configuration errors.
• Utilize an “OPEN” pre‑escalation framework to duplicate, recreate, or set up customer environments for data collection and fixes validation.
• Document all technical interactions in Service Now to ensure professional follow‑up and timely resolution.
• Author short “How To” videos for the eSupport library to empower field engineers and technicians.
• Maintain internal and external knowledge bases, sharing technical insights and best practices.
• Leverage foundational knowledge of Canon engine hardware to assist in troubleshooting.

• Bachelor’s degree in a technical field preferred or equivalent professional experience plus 2–4 years of related experience.
• Preferred:
  Canon‑specific experience in systems and software support.
• Strong background in supporting software applications and cloud services; knowledge of uniFLOW and PRISMA a major plus.
• Solid understanding of network protocols, connectivity troubleshooting, and software‑to‑device integration.
• Advanced problem‑solving skills using remote tools and lab simulations.
• Strong verbal and written communication.
• Foundational knowledge of Canon hardware engines is a plus.

Anticipated hourly rate: $27.88 – $41.75.

• Competitive compensation and benefits including medical, dental, vision, and a 401(k) Savings Plan.
• Discretionary profit sharing and success sharing.
• Educational assistance, recognition programs, and vacation.
• Employee referral bonus and employee discounts.
• Dress‑for‑your‑day attire program (casual, based on job function).
• Volunteer opportunities and support for local community initiatives.
• Canon welcome kit and merchandise.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. You must be legally authorized to work in the United States. The Company will not pursue or support visa sponsorship. All applicants must reside in the United States at the time of hire.