Remote Technical Support Manager Jobs in Rochester, NY

The Public Safety Technology Deployment Engineer is responsible for the design, deployment, implementation, and support of integrated public safety technology solutions. This role serves as a technical resource throughout the customer lifecycle, providing both pre-sales and post-sales support for hardware, software, networking, and mobile technology deployments.

The ideal candidate combines strong technical troubleshooting and networking skills with hands-on field deployment experience. This position works closely with sales teams, partners, and public safety agencies to ensure successful implementation and ongoing support of body-worn cameras, in-car video systems, surveillance and LPR cameras, wireless infrastructure, digital evidence systems, and related technologies.

Provide technical pre-sales support including customer consultations, product demonstrations, technical presentations, and solution design assistance.

Assist sales and account management teams with solution recommendations, scoping, and technical discovery sessions.

Deploy, configure, test, and support public safety technology solutions including:

Body-worn camera systems

Surveillance and LPR Cameras

Digital evidence management systems

Conduct onsite installations, system commissioning, upgrades, troubleshooting, and maintenance activities.

Configure and support networking equipment including routers, switches, VPNs, wireless systems, and LTE modems/routers.

Perform system diagnostics, troubleshooting, and issue resolution for hardware, software, and network-related problems.

Serve as a primary technical point of contact during deployments and support escalations.

Provide customer training and technical documentation for deployed systems.

Conduct customer-facing technical discovery and implementation meetings both remotely and onsite.

Create and maintain system documentation, configuration records, and as-built documentation.

Collaborate with project management, engineering, vendors, and internal support teams to ensure successful project execution.

Research and evaluate emerging technologies and industry trends to support operational improvements and customer needs.

Associate or Bachelor’s Degree in Information Technology, Engineering, Computer Science, Electronics, or related field preferred.

3+ years of experience in technology deployment, systems implementation, networking, or technical support.

Experience working with public safety, government, or mission-critical technology environments preferred.

Experience deploying mobile or vehicle-based technology solutions preferred.

Strong understanding of TCP/IP networking, routers, switches, VPNs, wireless networking, DNS, DHCP, and network troubleshooting.

Familiarity with LTE routers/modems and wireless communication systems.

Experience with mobile computing devices, in-car video systems, body cameras, or related public safety technology preferred.

Familiarity with 12V vehicle electrical systems and mobile installations.

ONVIF and video management system knowledge preferred.

Strong troubleshooting, analytical, and problem-solving skills.

Ability to communicate technical information clearly to both technical and non-technical audiences.

Strong customer service and interpersonal skills.

Ability to manage multiple projects and priorities in a fast-paced environment.

Experience creating technical documentation and conducting customer training.

Proficiency with Microsoft Office and common technical support tools.

Ability to pass background checks and obtain CJIS clearance as required.

Travel required approximately 50–70% for customer deployments, onsite support, training, and project implementation activities.

Travel to HQ in Victor, NY for training/onboarding purposes.

Physical Demands & Work Environment

The physical demands described here are representative of those required to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must occasionally lift and/or move equipment up to 50 pounds.

Ability to work inside vehicles, equipment rooms, and customer facilities.

Ability to work in various indoor and outdoor environments and weather conditions.

Valid driver’s license and acceptable driving record required.

Ability to obtain and maintain customer-required security clearances.