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.

Worker Type

Regular

Number of Openings Available

0