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**Technical Support Eng - req1561**
**OVERVIEW**
Provide modality-specific technical service support within a prescribed region to Field Service Engineers (FSE) and Technical Support Specialists (TSS) for resolution of complex customer situations. Recommendations and actions should be focused to drive the region to technical self reliance.
May be required to rotate through the Remote Service Center and providing modality-specific technical support to CMSU external customers as well as internal customers (Applications). Utilizes product expertise to diagnose/resolve customer issues on first contact to minimize system downtime and maximize FSE dispatch avoidance.
Credentialing requirements, including Covid vaccinations, are a condition of employment for this position. CMSU is an Equal Opportunity Employer and reasonable accommodations will be considered.
**RESPONSIBILITIES**
+ Provide on-site and phone support to FSE and TSS to address installation, application and technical issues.
+ Provide second-level support in escalated issues. Escalate issues to National Technical Support (NTS) per protocol.
+ Participate in Technical Operations modality conference calls and ensure that region FSEs are fully informed of the latest information and developments.
+ Regularly review all Field Service Memos and other technical documentation posted on the Service Information System (SIS) and ensure region FSEs fully understand their content.
+ Participate in the installation of new products within the region.
+ Support the Beta testing of Field Maintenance Instructions (FMIs) occurring within the zone. Monitor the status and facilitate the completion of all FMIs within the region.
+ Work with NTS to ensure all Veterans Administration sites are ready for inspection; support each inspection on-site.
+ Monitor sites experiencing abnormally high numbers of service calls and conduct site audits, as appropriate, to uncover underlying causes.
+ Conduct on-the-job-training within the region to help develop a team of senior region modality FSEs to assist other FSEs when the region specialist is unavailable. Mentor FSEs who have failed or struggled in a class at the Training Academy.
+ Define FSE training needs and recommend actions to zone management. Provide supplemental technical training and local seminars related to installation, troubleshooting skills and new product introductions.
+ Review and evaluate systems in terms of image quality and system performance. Implement and monitor field service enhancements and programs (re: InnerVision).
+ Gather input for defining product issues and document concerns. Consult with zone management team in escalating product issues to NTS.
+ Provide timely and accurate technical documentation on assigned projects. Distribute appropriate technical information to the front-line staff. Network with other zones to share technical information.
+ Support zone service marketing efforts.
+ Works directly with eligible external customers in remotely troubleshooting, and when possible, resolving product problems via phone.
+ Collaborates with the Clinical Support Team at the CMSU Solutions Center to analyze and identify solutions to customer issues using product knowledge and remote tools.
+ Escalates technical issues and inquiries, as needed.
+ Provides remote technical support and recommendations on products within a specific imaging modality to internal customers using product knowledge and field experience.
+ Monitors and analyzes service alerts from customer scanners and resolves or escalates as appropriate
+ Contributes to and generates knowledge articles per P&P.
**QUALIFICATIONS**
+ Demonstrated applications knowledge with proven ability to resolve issues caused by basic technologist errors.
+ Proven ability in developing and maintaining effective internal and external working relationships.
+ Must maintain active motor vehicle/driver's license from the state where the employee resides.
+ 4 Year / Bachelor's Degree or BSEE degree or equivalent work experience in lieu of degree
+ 5 years required servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ 7 years preferred servicing one or more of the following modalities: Ultrasound, CT, MR, Nuclear, and/or X-Ray/Vascular. In-depth knowledge of two or more products within a specific modality. Prior field Technical Support experience.
+ Canon Medical Systems in PET CT skills required.
+ Pay Information: Min of $96,000 to Max $155,200 (annual equivalency). DOE.
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**_About us!_**
_Canon Medical Systems USA, Inc., a world leader in diagnostic imaging, is in search of qualified candidates to fill our open positions. Canon Medical Systems offers a competitive salary and benefits package, we support a diverse workplace and are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, sexual orientation, gender identity, religion, national origin, protected veteran status, or on the basis of disability. We invite you to join and become part of our Canon family._

Our client is seeking a highly skilled and dedicated Technical Support Engineer to join their innovative team in Denver, Colorado, US . This role is integral to providing unparalleled technical assistance to our diverse client base, resolving intricate issues, and ensuring the seamless operation of our advanced technological solutions. The successful candidate will be a proactive problem-solver with a deep understanding of software and hardware troubleshooting, committed to delivering outstanding customer experiences. This position offers the flexibility of remote work, allowing you to contribute from anywhere within the US while collaborating with a global team.

Responsibilities:

• Diagnose and resolve complex technical issues for software and hardware products via remote channels (phone, email, chat, video conferencing).
• Provide in-depth technical guidance and support to customers, ensuring their operational success.
• Develop and maintain detailed technical documentation, including troubleshooting guides and knowledge base articles.
• Collaborate with engineering and product development teams to identify and address product bugs and enhancements.
• Manage and prioritize incoming support requests, ensuring timely and effective resolution within defined SLAs.
• Conduct remote training sessions for customers on product usage and best practices.
• Analyze support data to identify trends and provide insights for product improvement and service optimization.
• Stay current with the latest industry technologies and advancements relevant to our product suite.
• Assist in the development and implementation of support tools and processes to improve efficiency.
• Maintain a high level of customer satisfaction through professional and efficient support interactions.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 4 years of experience in a technical support engineering or similar role.
• Strong proficiency in troubleshooting operating systems (Windows, macOS, Linux), network protocols, and common software applications.
• Experience with scripting languages (e.g., Python, Bash) is a significant advantage.
• Excellent analytical, problem-solving, and critical-thinking skills.
• Outstanding communication and interpersonal skills, with the ability to explain technical details to non-technical users.
• Proven ability to manage multiple priorities and work effectively under pressure.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.
• Demonstrated ability to work independently and as part of a remote team.

Our client is actively seeking a proactive and experienced Technical Support Lead to spearhead their customer service and technical assistance efforts in Denver, Colorado, US . This leadership position is critical for ensuring that clients receive timely, accurate, and effective technical support for our products and services. The ideal candidate will possess a strong technical aptitude, exceptional problem-solving skills, and a proven ability to manage and mentor a support team. Responsibilities include overseeing the daily operations of the technical support department, ensuring that service level agreements (SLAs) are met and exceeded. You will be responsible for developing and implementing support processes and best practices to enhance customer satisfaction. This role involves handling escalated technical issues that require in-depth troubleshooting and resolution. You will also play a key role in training and developing support agents, providing ongoing coaching and performance feedback. Maintaining comprehensive documentation of technical issues, solutions, and product knowledge bases is essential. Collaborating with product development and engineering teams to identify and resolve recurring technical problems and provide feedback for product improvements is a crucial aspect of this role. You will be responsible for monitoring support channels, such as phone, email, and chat, to ensure prompt responses and efficient ticket management. Analyzing support trends and metrics to identify areas for improvement in both product and service delivery is vital. This position requires strong leadership and interpersonal skills, with the ability to motivate and guide a team effectively. Excellent communication skills, both written and verbal, are necessary for interacting with customers and internal stakeholders. The successful candidate will have a passion for technology and a genuine desire to help customers succeed. If you are a seasoned support professional looking for a challenging leadership role in Denver, Colorado, US , we want to hear from you. This is a hybrid position, offering a blend of in-office collaboration and remote flexibility.

Our client is looking for a dedicated and customer-focused Technical Support Specialist to join their growing team in Denver, Colorado, US . This role is crucial in providing exceptional technical assistance to our diverse customer base, ensuring their satisfaction and seamless experience with our products and services. You will be the first point of contact for customers experiencing technical difficulties, diagnosing issues, and offering effective solutions across various communication channels, including phone, email, and chat. The ideal candidate possesses strong problem-solving abilities, excellent communication skills, and a genuine passion for helping others. You will work collaboratively with other support tiers and engineering teams to escalate complex issues, track resolutions, and contribute to improving our product's usability and support documentation.

Key Responsibilities:

• Respond to customer inquiries and technical issues promptly and professionally.
• Diagnose and troubleshoot software and hardware problems.
• Guide users through step-by-step solutions and provide clear, concise instructions.
• Escalate unresolved issues to senior support staff or relevant departments.
• Maintain accurate records of customer interactions and issue resolutions in the CRM system.
• Contribute to the knowledge base by creating and updating support articles and FAQs.
• Identify recurring issues and provide feedback to product development teams for improvement.
• Stay up-to-date with product updates and new features.
• Ensure customer satisfaction by providing timely and effective support.
• Adhere to service level agreements (SLAs) for response and resolution times.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Proven experience in a technical support or customer service role.
• Strong understanding of common operating systems (Windows, macOS) and software applications.
• Excellent verbal and written communication skills.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively.
• Experience with ticketing systems and remote support tools is beneficial.

This hybrid role offers a balance between in-office collaboration and remote flexibility, supporting our team in the vibrant city of Denver, Colorado, US .

Our client, a fast-growing SaaS company providing cutting-edge enterprise solutions, is seeking an experienced Senior Technical Support Engineer to join their collaborative team in Denver, Colorado, US . This hybrid role is crucial for ensuring exceptional customer satisfaction by providing expert-level technical assistance and problem resolution for complex software issues. You will serve as a key escalation point, leveraging your deep product knowledge and troubleshooting skills to support enterprise clients. The ideal candidate is adept at diagnosing intricate software problems, communicating technical solutions clearly, and contributing to product improvement through feedback.

Responsibilities:

• Provide advanced technical support to enterprise customers via phone, email, and remote access tools.
• Diagnose, troubleshoot, and resolve complex software issues, including bugs, performance problems, and integration challenges.
• Act as an escalation point for Tier 1 and Tier 2 support teams, providing guidance and mentorship.
• Reproduce customer issues in a lab environment to identify root causes and develop solutions.
• Collaborate with engineering and product management teams to report bugs, suggest product enhancements, and contribute to knowledge base articles.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and best practices.
• Manage customer cases effectively, ensuring timely resolution and clear communication throughout the support process.
• Participate in on-call rotation to provide 24/7 support coverage as needed.
• Identify trends in customer issues and provide feedback to improve product stability and user experience.
• Contribute to the continuous improvement of support processes and tools.
• Conduct remote training sessions for customers on product features and best practices.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing role, with a focus on enterprise software.
• Proven expertise in troubleshooting complex software applications, databases, and network connectivity issues.
• Strong understanding of operating systems (Windows, Linux), cloud platforms (AWS, Azure), and web technologies.
• Excellent analytical and problem-solving skills, with a methodical approach to issue resolution.
• Exceptional communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
• Ability to work effectively in a hybrid environment, balancing remote work with occasional office presence.
• Proactive, customer-focused attitude with a commitment to delivering outstanding support.
• Familiarity with scripting languages (e.g., Python, PowerShell) is a plus.

This is a fantastic opportunity to contribute to a leading technology firm and grow your technical expertise.

Our client is seeking a highly motivated and experienced Senior Technical Support Specialist to join their dynamic, fully remote team. In this role, you will be the primary point of contact for complex technical issues, providing exceptional support to a diverse user base across various platforms. Your responsibilities will include troubleshooting hardware and software problems, guiding users through step-by-step solutions, and escalating unresolved issues to the appropriate internal teams. You will also be instrumental in developing and updating knowledge base articles, creating self-help guides, and conducting training sessions for end-users and junior support staff. The ideal candidate possesses a deep understanding of operating systems (Windows, macOS, Linux), common productivity software, network protocols, and cloud-based applications. A proactive approach to identifying potential problems and implementing preventative measures is crucial. You will work closely with development and operations teams to provide feedback on product usability and identify areas for improvement. This role requires excellent communication skills, patience, and a passion for helping others resolve technical challenges. You'll be part of a collaborative environment where your contributions directly impact customer satisfaction and operational efficiency. We are looking for individuals who can think critically, solve problems independently, and thrive in a fast-paced, remote setting. A strong commitment to continuous learning and staying updated with the latest technological advancements is essential. The ability to document processes clearly and concisely is a key requirement. This is an excellent opportunity for a dedicated support professional to grow their career with a forward-thinking organization. You will be expected to manage your time effectively and maintain high standards of service delivery from your home office. The job involves participating in on-call rotations to provide round-the-clock support when necessary.

Responsibilities:

• Provide Tier 2 and Tier 3 technical support via phone, email, and chat.
• Diagnose and resolve complex hardware, software, and network issues.
• Escalate critical issues to senior engineers or relevant departments.
• Create and maintain comprehensive documentation, including FAQs and troubleshooting guides.
• Mentor and guide junior support staff.
• Contribute to the improvement of support processes and tools.
• Analyze support trends and provide feedback to product teams.
• Manage support tickets and ensure timely resolution.
• Conduct user training sessions on new software or features.
• Participate in a rotating on-call schedule.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or helpdesk role.
• Proficiency in troubleshooting Windows, macOS, and Linux operating systems.
• Strong knowledge of network fundamentals (TCP/IP, DNS, DHCP).
• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud) is a plus.
• Excellent problem-solving and analytical skills.
• Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote environment.
• Experience with ITIL frameworks is desirable.

Our client is seeking a highly proficient and customer-focused Technical Support Specialist to join their remote team. This position is fully remote, offering the flexibility to provide essential technical assistance from anywhere in the US. You will be responsible for diagnosing and resolving a wide range of technical issues for our client's user base, ensuring minimal disruption to their workflow. The ideal candidate will possess excellent troubleshooting skills, a strong understanding of various hardware and software systems, and the ability to communicate technical solutions clearly and concisely to non-technical users. Responsibilities include responding to support tickets, providing phone and remote desktop support, documenting solutions, and escalating complex issues to higher-level support or engineering teams. You will also contribute to the development of knowledge base articles and FAQs to empower users. A Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience, is required, along with at least three years of experience in technical support. Certifications such as CompTIA A+, Network+, or Microsoft Certified are a plus. Exceptional interpersonal skills, patience, and a commitment to customer satisfaction are paramount. This is a fantastic opportunity to leverage your technical expertise in a remote environment and contribute to the seamless operation of our client's technology infrastructure.

Our client, a leading provider of enterprise software solutions, is seeking a highly skilled and customer-focused Senior Technical Support Specialist to join their team in **Denver, Colorado, US**. This role involves providing advanced technical assistance and resolution for complex customer issues, ensuring a high level of customer satisfaction and product adoption. You will be a key point of contact for escalated support cases, working closely with engineering and product teams to drive product improvements.

Responsibilities:

• Provide expert-level technical support to customers via phone, email, and ticketing system, resolving complex hardware, software, and network issues.
• Troubleshoot and diagnose problems, meticulously documenting all steps taken towards resolution.
• Escalate unresolved issues to appropriate engineering or product development teams, providing comprehensive details and potential solutions.
• Develop and maintain a deep understanding of the company's product suite, including its architecture, functionalities, and common use cases.
• Create and update technical documentation, knowledge base articles, and user guides to empower customers and internal teams.
• Train and mentor junior support staff, sharing expertise and best practices.
• Proactively identify trends in customer issues and provide feedback to product management and development teams for product enhancement.
• Manage customer expectations effectively and communicate status updates clearly and concisely.
• Participate in on-call rotation to provide 24/7 support coverage as needed.
• Contribute to improving support processes and customer satisfaction metrics.
• Advocate for the customer, ensuring their needs are met and their experience with the product is positive.

Qualifications:

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 4 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Proven expertise in troubleshooting complex software and hardware issues.
• Strong understanding of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common IT infrastructure.
• Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk, ServiceNow).
• Excellent analytical, problem-solving, and diagnostic skills.
• Exceptional communication (written and verbal), interpersonal, and customer service skills.
• Ability to remain calm and professional under pressure.
• Experience with scripting languages (e.g., PowerShell, Bash) is a plus.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are advantageous.

This role requires a dedicated individual with a passion for technology and a commitment to delivering outstanding customer support in a fast-paced environment.

Our client is looking for a highly skilled Senior Technical Support Engineer to join their dynamic team. This hybrid role, based in **Denver, Colorado, US**, offers the opportunity to provide expert technical assistance and resolve complex issues for a wide range of clients. You will be responsible for troubleshooting hardware and software problems, escalating issues when necessary, and documenting solutions. The ideal candidate will possess a strong understanding of IT systems, network infrastructure, and common software applications. You will demonstrate excellent problem-solving abilities, exceptional communication skills, and a commitment to providing outstanding customer service. Key responsibilities include diagnosing and resolving technical hardware and software issues, guiding users through troubleshooting steps, and creating detailed support documentation. You will also play a role in training junior support staff and contributing to the continuous improvement of support processes. Experience with ticketing systems, remote support tools, and various operating systems is essential. This position requires a patient, methodical approach to problem-solving and the ability to remain calm and effective under pressure. You will be a key point of contact for clients experiencing technical difficulties, ensuring their issues are resolved promptly and efficiently. This hybrid position requires effective collaboration and communication skills to bridge the gap between remote and in-office work, ensuring seamless service delivery.