What are the responsibilities and job description for the Field Support Engineer – Western New York position at Intellicene Inc?
Job Summary Intellicene is seeking a hands-on, customer-focused Field Support Engineer (FSE) to support our physical security software platform across New York State Department of Corrections and Community Supervision (NYDOCCS) facilities. This is a mission-critical role supporting situational awareness and video management technology in highly secure, demanding environments. The ideal candidate is a self-starter with strong troubleshooting and networking experience who thrives working independently in the field. Job Description Field Support Engineer – Western New York Intellicene is seeking a hands-on, customer-focused Field Support Engineer (FSE) to support our physical security software platform across New York State Department of Corrections and Community Supervision (NYDOCCS) facilities. This is a mission-critical role supporting situational awareness and video management technology in highly secure, demanding environments. The ideal candidate is a self-starter with strong troubleshooting and networking experience who thrives working independently in the field. Location & Travel Requirements Location: Candidate must be based in or near Western New York Travel: 50–75% travel required to NYDOCCS correctional facilities across New York State Work Environment: Must be comfortable working onsite in active prison/correctional facility conditions Clearance: Employment is contingent upon passing all required NYDOCCS background checks, security screenings, and facility access requirements About the Role As a Field Support Engineer, you will install, upgrade, troubleshoot, and support Intellicene’s software suite, which includes: Video Management Systems (VMS) Situational Awareness Platform (Control) Dispatch and Command Center Applications AI-enabled Security Analytics You will also support, install and configure hardware (servers, storage, workstations), integrations, and customer network environments to ensure reliable system performance. What You’ll Do Install, configure, upgrade, and service Intellicene software at customer sites and remotely Provide onsite troubleshooting and rapid issue resolution with minimal disruption Support integrations with customer networks, servers, and security infrastructure Work directly with NYDOCCS personnel in secure, regulated environments Take full ownership of field service issues through closure and escalation when needed Deliver onsite customer training as required Partner with Customer Success, Sales, and Systems Integrators to scope and deliver professional services Maintain strong customer relationships and communicate progress clearly What We’re Looking For Required Qualifications College degree or equivalent practical experience Strong troubleshooting and analytical problem-solving skills Proven ability to work independently as a self-starter in field-based roles Experience supporting enterprise software solutions in LAN/WAN environments Hands-on experience with network installation and troubleshooting, including: TCP/IP, VLANs, LAN/WAN Switches, routers, multicast/unicast environments Proficiency with Windows Server and Client Operating Systems Experience with MS SQL Server and SQL query language Familiarity with enterprise hardware and storage technologies (Dell, HP, RAID, NAS/SAN) Strong communication skills and professionalism in customer-facing environments Preferred Qualifications (Nice to Have) Cybersecurity or forensic experience (malware analysis, threat detection) Technical certifications (Cisco, MCSE, etc.) Project Management experience or certifications Knowledge of VoIP or packet-based communications Prior experience supporting government or public-sector customers Why Join Intellicene? At Intellicene, you’ll work on technology that directly supports public safety and operational security. This role offers the opportunity to make an impact in one of the most challenging and meaningful customer environments in the country. If you are a technically skilled engineer who enjoys solving problems onsite, working directly with customers, and owning outcomes end-to-end, we’d love to hear from you. Apply Today Interested in joining a mission-driven team delivering critical security solutions across New York State? Apply now. Due to business requirements, only applicants with U.S. citizenship can be considered for this position Worker Type Regular Number of Openings Available 1 Intellicene sits at the nexus of awareness, insight, and action. Our mission is to help organizations worldwide harmonize security, business continuity, and risk management to protect what matters most. By delivering integrated, intelligent software platforms that help you better understand and respond to mission-critical events, Intellicene empowers you to manage the most complex security and business operations efficiently. From mobile applications and AI-driven analytics to infinitely scalable software and intelligent devices, we're building advanced technology that raises the bar and makes the world safer. ____________________________________ Intellicene is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, color, creed, national origin, gender, gender identity, gender expression, disability, marital status, veteran status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited. ____________________________________