Technical Support Engineer (Temp to hire)

Welcome to PFU America, Inc. (PAI) an established leader in the Document Imaging industry, delivering innovative scanning solutions and services that enable our customers to solve critical business productivity and streamline operations.

We are also the proud creators of Happy Hacking Keyboard (HHKB), which strives to be the best performing, highest quality and most satisfying line of keyboards on the planet. Born from the vision of a perfect computer keyboard, HHKB has become the go-to digital companion for programmers, gamers, hackers and high-performance keyboard enthusiasts over the past 25 years.

While our headquarters is based in the heart of Silicon Valley in Santa Clara, CA, our teams do great work from just about anywhere. We offer excellent benefits and an inclusive culture that rewards hard work and teamwork, encourages intellectual growth and celebrates diversity.

Learn more about PAI here: https://www.pfu-us.ricoh.com/

We are seeking a customer-focused Technical Support Engineer (Level 1) to deliver high-quality technical assistance for our imaging products and software. This role is ideal for individuals who enjoy troubleshooting, helping customers succeed, and growing their technical skillset.

This is a temp to hire position and work location would be either be remote or local to Santa Clara, Ca (If local, this will be a hybrid role working 2 days in the office and 3 days working remote each week) or 100% remote in the US.

Job Type: Temp to hire

Location: Santa Clara, CA (Hybrid) or remote (anywhere in the US)

Pay Range: $25/hr

What You’ll Do

• Provide first-level technical support via phone, chat, and email
• Troubleshoot hardware and software issues using diagnostic tools and knowledgebase resources
• Guide customers on proper use and configuration of scanners and applications
• Accurately document cases and manage your support queue to ensure timely resolution
• Escalate complex issues appropriately after thorough first-level troubleshooting
• Meet performance goals for customer satisfaction, utilization, and case quality
• Stay current on products, tools, and procedures through training and self-study
• Support queue coverage during peak periods and assist with customer follow-ups

What We’re Looking For

• 2+ years of technical support or customer-facing experience
• Associate degree or equivalent experience
• Strong verbal and written communication skills
• Solid understanding of computer hardware, software, and operating systems
• Familiarity with scanners, TWAIN/ISIS drivers, or imaging software (preferred)
• Mechanical or electro-mechanical aptitude (a plus)
• Bilingual in Spanish or French (a plus)

Why PFU America Inc.

• Collaborative and supportive technical environment
• Opportunities for skill development and career growth
• Exposure to enterprise imaging technology and solutions