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 Preferred  | Itasca, IL
 
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.

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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 ServiceNow 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

About our Company - Canon U.S.A., Inc., is a leading provider of consumer, business-to-business, and industrial digital imaging solutions to the United States and to Latin America and the Caribbean markets. With approximately $28.5 billion in global revenue, its parent company, Canon Inc., as of 2024 has ranked in the top-10 for U.S. patents granted for 41 consecutive years†. Canon U.S.A. is dedicated to its Kyosei philosophy of social and environmental responsibility. To learn more about Canon, visit us at www.usa.canon.com and connect with us on LinkedIn at https://www.linkedin.com/company/canonusa.

Who We Are

Where Talent Fosters Innovation.

Do you want your next professional experience to be filled with purpose and opportunity, world-class team members, and impactful work? Driven by our mission of exceeding customer expectations with our technologies and enriching the lives of our local communities and staff, we are a phenomenal team working collaboratively toward common goals. Our employees have a strong work ethic, creativity, and a cooperative spirit. We believe in integrity, respect, empowerment, and making a difference in the communities we serve. There is a strong sense of pride in what we do individually and together as a team. Join us and discover what it means to work for a global digital imaging leader with an unparalleled reputation for quality and innovation.

What We Offer

You’ll be joining a leader in digital imaging and innovation with an immense opportunity to make an impact and create your own rewarding career. We demonstrate commitment to our employees by offering a full range of rewards, including competitive compensation and benefits.

And Even More Perks!

-Employee referral bonus
-Employee discounts
-“Dress for Your Day” attire program (casual is welcome, based on your job function)
-Volunteer opportunities to give back to our local community
-Swag! A Canon welcome kit and official merch you can’t get anywhere else

†Based on weekly patent counts issued by United States Patent and Trademark Office.
All referenced product names, and other marks, are trademarks of their respective owners.

Canon U.S.A., Inc. offers a competitive compensation package including medical, dental, vision, 401(k) Savings Plan, discretionary profit sharing, discretionary success sharing, educational assistance, recognition programs, vacation, and much more. A more comprehensive list of what we have to offer is available at https://www.usa.canon.com/about-us/life-at-canon/benefits-and-compensation

We comply with all applicable federal, state and local laws, regulations, orders and mandates, including those we may be required to follow as a federal government contractor/subcontractor.

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.

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.

If you are not reviewing this job posting on our Careers’ site https://www.usa.canon.com/about-us/life-at-canon, we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at https://www.usa.canon.com/about-us/life-at-canon.

#CUSA

Hybrid - This position is full time and offers a hybrid work schedule requiring you to be in the office three days a week 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.

#PM19 #LI-AV1 #LI-HYBRID