System Solutions Professional III

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

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

Locations:
Melville, NY, Itasca, IL, Burlington, NJ

This position is full time and offers a hybrid work schedule requiring you to be in the office Monday, Tuesday and Wednesday and an option to work from home the remainder of the week (unless a specific business need arises requiring in office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.

• Advanced Software & Network Support: Provide 2nd-level phone and web-based support to certified Canon resellers. You will diagnose complex software application issues and network environment configurations that impact the performance and integration of Canon products

• Expert Application & Utility Troubleshooting: Serve as a subject matter expert for Canon’s software suite, including uniFLOW, Therefore, and PRISMA. You will provide support for specialized utilities and cloud-based services, ensuring seamless digital workflows
• Diagnostic Excellence: Recommend solutions using technical expertise, reference data, and remote troubleshooting sessions to resolve high-level software conflicts and configuration errors
• Lab Environment & Simulation: Utilize an "OPEN" pre-escalation framework to duplicate, re-create, or set up customer environments. This allows you to obtain critical data, assess specific software behaviors, and validate fixes
• CRM & Case Management: Document all technical interactions in Service Now to ensure professional follow-up, case continuity, and timely resolution of dealer inquiries
• Digital Content Creation: Author and produce short “How To” videos for the eSupport library, empowering field engineers and technicians to resolve complex software tasks independently
• Knowledge Leadership: Actively contribute to and maintain the internal and external Knowledge Base, sharing technical insights and "best practices" to improve support efficiency
• Hardware Integration: While this role is software-centric, a foundational knowledge of Canon engine hardware is a significant plus to assist in troubleshooting

• Education & Experience:
  
  Bachelor’s degree in a technical field preferred or equivalent professional experience plus 2 to 4 years of related experience
• Preference will be given to candidates with Canon-specific experience in systems and software support
• Software Expertise:
  Strong background in supporting software applications and cloud services;
  Canon experience (uniFLOW and PRISMA) is a major plus
• Networking Knowledge:
  Solid understanding of network protocols, connectivity troubleshooting, and software-to-device integration
• Problem Solving:
  Advanced ability to diagnose complex technical issues using remote tools and lab simulations
• Communication:
  Strong verbal and written skills
• Foundational knowledge of Canon hardware engines is a plus

We are providing the anticipated rate for this role: $27.88 - $41.75 hourly