Remote Support Engineer -XR/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