Remote Support Engineer CT/MR/VL

This is a remote, home office based role in the USA.

• Serve as the first point of contact (Tier 1) for customer service requests, ensuring accurate intake, documentation, and prioritization of all cases

• Perform remote troubleshooting and triage, leveraging remote connectivity tools, knowledge bases (e.g., Canon IQ / KMS), and diagnostic logs

• Escalate complex issues to Tier 2 (TSE/NSE) with complete and structured case documentation

• Ensure timely and accurate updates in Oracle Service Request (SR) system, maintaining compliance with service documentation standards

• Support reduction of system downtime (MTTR/TTR) through efficient remote resolution and coordination

• Collaborate with Field Service Engineers (FSEs), ASMs, and cross-functional teams to drive issue resolution

• Participate in continuous knowledge capture and improvement initiatives, contributing to CSC workflows and knowledge systems

• Adhere to CSC operational procedures, including call handling, escalation protocols, and customer communication standards

• Shift Flexibility & Work Schedule Requirements:

• This role operates within a 24/7/365 support model, requiring mandatory participation in a rotational shift schedule.

• Candidates must be willing and able to:

• Work day, evening, and overnight shifts on a rotating basis

• Participate in a rotating weekend and holiday coverage schedule

• Adjust schedules periodically based on business needs, call volume, and coverage gaps

• Shift assignments may change based on:

• Operational demand and service level requirements

• CSC expansion phases and modality coverage needs

• Employees are expected to demonstrate:

• Schedule flexibility and reliability

• Ability to transition effectively between shift types

• Commitment to supporting a team-based coverage model

• Required Qualifications