Application Support Engineer

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well as leading Heavy Machinery and Food manufacturers.

Northwest Analytics (NWA) is a pioneering SaaS product within the Embrace portfolio, delivering analytics-based knowledge solutions to some of the world’s leading manufacturers across industries such as chemicals, pharmaceuticals, and electronics. By codifying and amplifying process knowledge across the enterprise, NWA empowers manufacturers to drive operational efficiency, consistency, and insight-led decision-making at scale.

We are seeking a hands-on, customer-centric Application Support Engineer to join our growing team. In this role, you will act as a key technical expert responsible for the rollout, configuration, support, and optimization of NWA’s software solutions. This position blends technical problem-solving, implementation planning, and systems administration with direct customer interaction, serving as a vital link between our product, support, and engineering teams to ensure a seamless user experience and successful deployments.

Key Responsibilities:

Technical Support and Troubleshooting:

• Deliver technical support for software applications and digital solutions.
  

• Identify, analyze, and resolve issues related to Windows environments and application performance.
  

• Troubleshoot installation, configuration, and system-level performance challenges.
  

• Collaborate closely with development, IT, and network teams to ensure operational continuity.
  

Installation, Configuration, and Maintenance:

• Lead the installation, configuration, and administration of NWA software products and IT solutions.
  

• Provide guidance on best practices for system configuration and performance optimization in Windows-based environments.
  

Customer Support and Training:

• Respond to end-user technical inquiries with clarity and professionalism.
  

• Deliver training sessions and create documentation to support customer onboarding and internal knowledge-sharing.
  

• Liaise with clients, third-party vendors, and internal teams to drive timely issue resolution.
  

Deployment Management:

• Coordinate and support the deployment of new installations and product updates.
  

• Work in tandem with on-site engineers to ensure seamless implementation and execution of deployment tasks.
  

Requirements

• Minimum of 5-7 years in technical support, IT infrastructure, or systems engineering roles, ideally within industrial or remote monitoring environments.
  

• Strong understanding of remote monitoring and diagnostics systems, including real-time data acquisition, cloud integration, and telemetry.
  

• Hands-on experience with the installation, configuration, and troubleshooting of Windows-based applications, services, and scripts.
  

• Proven track record in supporting software applications, including deployment and configuration in enterprise environments.
  

• Familiarity with cloud platforms such as Microsoft Azure and V2Cloud, including virtual machine management and resource provisioning.
  

• Familiarity with networking protocols and cybersecurity principles.
  

• Experience with database systems such as SQL, MySQL, or PostgreSQL is an asset.
  

• Knowledge of scripting languages, particularly PowerShell, is a plus.
  

• Demonstrated ability to diagnose and resolve complex issues involving both hardware and software components, particularly in remote environments.
  

• Excellent verbal and written communication skills, with the ability to convey technical concepts to both technical and non-technical stakeholders.
  

• Demonstrated ability to collaborate effectively with site engineers and cross-functional teams to drive alignment and execution.
  

• Experience with ticketing and issue-tracking systems such as Salesforce and Azure DevOps.
  

Benefits

• Competitive salary commensurate with experience.
  
• Opportunities for career advancement and professional development.
  
• ​Experience collaborating with a diverse, global team within a remote work setting.