Job Title
Field Support Engineer
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About the Role
We are seeking an experienced Field Support Engineer to join our team. This role involves working with customers in the CALA region, providing technical support and ensuring they get the most out of our software and hardware.
Responsibilities
Key responsibilities include:
* Install, upgrade, troubleshoot, and maintain Intellicene's enterprise software and related hardware;
* Support video management, situational awareness, and dispatch solutions — onsite and remotely;
* Owning technical issues end-to-end and coordinating with internal teams to resolve them fast;
* Traveling to customer sites (up to 75%) for project deployment and delivering hands-on training;
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* Building strong relationships with customer stakeholders, from technical teams to executives;
* Identifying upsell and expansion opportunities and working closely with Sales;
Requirements
To be successful in this role, you will need:
* A degree in Engineering, Computer Science, IT, or equivalent experience;
* Fluent Portuguese, Spanish, and English;
* Experience in physical security/video surveillance environments;
* A strong background supporting enterprise software in LAN/WAN environments;
* Solid networking knowledge (TCP/IP, LAN/WAN, Multicast);
* Experience with Windows Server, virtualization, MS SQL Server, and hardware (RAID, NAS/SAN);
* Customer-facing mindset with clear communication and presentation skills;
* Experience with tools like Salesforce, Zoho, Aha, and Microsoft 365;
* Willingsness to travel frequently and handle shifting priorities;
Nice to Have
If you have some of the following qualifications, it would be a bonus:
* 5+ years in customer-facing technical roles (support, professional services, pre/post-sales);
* Relevant certifications (Cisco, MCSE, Project Management);
* Experience reading SOWs and presenting to executive audiences;