Intellicene · 21 hours ago
Field Support Engineer - Western New York
New York, United States
Full-time
Onsite
Mid LevelIntellicene is seeking a hands-on, customer-focused Field Support Engineer to support their physical security software platform across New York State Department of Corrections and Community Supervision facilities. The role involves installing, troubleshooting, and supporting software and hardware solutions in secure environments while ensuring reliable system performance and strong customer relationships.
Information TechnologyIntelligent SystemsSoftware
Responsibilities
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
Qualification
Required
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
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
Company
Intellicene
Intellicene is an integrated security solution that delivers actionable insights for deeper situational awareness and incident management.
Founded in 2002
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Alan Stoddard
Chief Executive Officer
Company data provided by crunchbase