Field Support Engineer

2 weeks ago

Hanoi, Hanoi, Vietnam Intellicene Full time ₫1,500,000 - ₫3,000,000 per year

Field Support Engineer – APAC

Overview

The Field Support Engineer installs, upgrades, and troubleshoots Intellicene's end-to-end security suite on-site and remotely, integrates hardware into customer networks, maintains test labs, and resolves or escalates issues quickly while collaborating with Customer Care, Sales, and Professional Services to ensure long-term value and high customer satisfaction.

Key Responsibilities

  • Pre-Deployment Planning
  • Review solution design, architecture, and customer network diagrams.
  • Maintain lab environments for testing and troubleshooting.
  • On-Site Installations & Upgrades
  • Install, upgrade, troubleshoot, and service Intellicene's security software solutions both on-site and remotely. These solutions include video management, situational awareness, dispatch management, and facial recognition, offering a comprehensive security system.
  • Support hardware installations and integrate Intellicene products with customer systems and networks.
  • Systems Integration
  • Connect Intellicene's Symphia solution with third-party systems used by customers.
  • Issue Resolution
  • Troubleshoot technical issues promptly, take ownership, and escalate when necessary.
  • Collaboration
  • Collaborate closely with customers and internal teams—including Customer Care, Sales, and Professional Services—to build strong relationships and ensure customers continue to receive value from Intellicene's products.
  • User Training
  • Conduct administrator and operator training sessions and provide quick-start guides.
  • Documentation & Reporting
  • Log all cases internally for tracking purposes and to inform future improvements by the R&D team.

Mandatory Requirements

  • B.Sc. in Engineering / Computer Science / IT or equivalent experience.
  • 5 + years in a customer-facing support, pre-sales, or post-sales role.
  • Experience supporting enterprise software in LAN/WAN environments.
  • Deep knowledge of TCP/IP, LAN, WAN, unicast, and multicast.
  • Proficiency with MS SQL, log analysis, Windows Server/Client, RAID, NAS/SAN, virtualization, and hardware (Dell/HP/IBM).
  • Fluent English; able to present complex technical issues clearly.
  • Candidates must have work permits in Vietnam and be familiar with Vietnamese culture and values.

Nice to have

  • Previous experience installing/supporting Intellicene products.
  • Background working with international companies.
  • Familiarity with various cloud technologies (Load Balancer, Auto-Scaling, Security Groups, RDS, MongoDB Atlas, S3, CloudWatch).
  • Knowledge of video-transmission technologies and data packages.
  • MCSE, Cisco, or similar certifications.

Skills and Capabilities

  • Strong multitasking abilities and analytical problem-solving skills
  • High level of customer awareness
  • Positive, "can-do" attitude
  • Advanced verbal and written communication skills
  • Proven ability to perform well under pressure.
  • Initiative-taking and results-driven
  • Willingness to travel up to 50%, occasionally on short notice.

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