Senior Application Support Engineer

We are seeking an experienced Application Support Engineer to provide end-to-end operational and technical support for the InspectionWorks Archive (IWA) application and its associated manufacturing inspection ecosystem.

The role will support a business-critical application operating across a hybrid technology environment, including Windows-based on-premises application servers, database servers, manufacturing shop-floor workstations, data pipelines, integrated desktop applications, and cloud-hosted services.

The ideal candidate will have strong experience in L2/L3 application support, Windows environments, application and infrastructure troubleshooting, data integration, database support, production deployments, monitoring, incident/problem management, and operational documentation. The individual should be comfortable independently owning production support activities and coordinating with application owners, infrastructure teams, database teams, cybersecurity teams, and external vendors.

Key Responsibilities

1. Application Support & Maintenance

Provide Tier 2/Tier 3 production support for InspectionWorks Archive and associated inspection/review applications deployed on manufacturing shop-floor PCs.

Support Windows VM-based, on-premises application environments, including troubleshooting, configuration management, patching, maintenance, and application deployments.

Diagnose and resolve application availability, performance, connectivity, integration, and data-flow issues.

Support integrations between the inspection archival platform and other shop-floor desktop applications.

Ensure inspection data is successfully captured, processed, transferred, and archived across interconnected systems.

Support application releases, configuration changes, infrastructure changes, pipeline modifications, and database schema changes in accordance with established change-management processes.

Maintain accurate technical documentation covering system configurations, dependencies, interfaces, and integration points.

Work closely with the Product/Application Owner and application vendor for deployments, upgrades, troubleshooting, and production support.

1. Infrastructure & Hybrid Environment Support

Support application connectivity across:

Manufacturing shop-floor PCs

Windows virtual machines

On-premises application servers

On-premises database servers

Cloud-hosted services

Troubleshoot network, server, database, application, and integration-related dependencies affecting application functionality.

Coordinate with infrastructure, network, database, cloud, and cybersecurity teams to resolve cross-platform production issues.

Help maintain reliable connectivity and data movement between on-premises and cloud environments.

1. Data Pipeline Monitoring & Observability

Monitor end-to-end inspection data pipelines, including data capture, transformation, transfer, and archival.

Monitor pipeline health, throughput, processing failures, and potential bottlenecks.

Investigate missing, delayed, incomplete, or failed inspection-data transactions.

Troubleshoot data-flow issues across application, database, infrastructure, and cloud components.

Monitor relevant cloud storage utilization, including Amazon S3, where applicable.

Identify recurring operational issues and recommend improvements to monitoring, alerting, and support processes.

1. Incident, Problem & Service Management

Respond to production incidents impacting application availability, system performance, or inspection-data flow within agreed service-level targets.

Perform structured troubleshooting and drive incidents through resolution.

Perform root-cause analysis (RCA) for recurring or high-impact incidents.

Identify and implement corrective and preventive actions to reduce repeat incidents.

Engage appropriate internal support teams and/or vendors when issues require specialized expertise.

Escalate risks, blockers, and unresolved technical issues promptly to the Application Owner.

Maintain appropriate incident, problem, change, and operational records in ServiceNow.

1. Operational Support & Reporting

Execute daily, weekly, and scheduled operational activities according to established application runbooks and support schedules.

Ensure activities due on a given business day are completed by close of business.

Take end-to-end ownership of assigned activities, including coordination with interfacing technology teams.

Provide regular operational reporting covering:

Incident volumes

Open and aging issues

Data-pipeline health and throughput

S3/storage utilization

Production risks and dependencies

Upcoming releases and maintenance activities

Proactively communicate issues that may affect production operations or manufacturing users.

1. Cybersecurity & Compliance

Follow organizational cybersecurity and access-control requirements applicable to manufacturing and shop-floor systems.

Support security controls relating to:

Data in transit

Data at rest

User/system access

Application and infrastructure configuration

Ensure operational practices align with applicable manufacturing inspection-record, quality-system, security, and compliance requirements.

Coordinate with cybersecurity teams to address application vulnerabilities, remediation activities, and security-related configuration changes when required.

1. Documentation & Knowledge Management

Maintain accurate and current:

Application support runbooks

Architecture diagrams

Data-flow diagrams

Interface/integration documentation

Configuration documentation

Troubleshooting guides

Known-error and resolution documentation

Operational procedures

Document recurring issues and reusable resolutions to improve support efficiency.

Conduct knowledge-transfer sessions with internal application and support teams as required., Maintain reliable availability during approximately 8:00 AM-4:00 PM Eastern Time standard working hours.

Communicate proactively when working an alternate schedule or unavailable for an extended period.

Respond promptly to Teams messages and emails from the Application Owner and internal stakeholders.

Actively manage Outlook meeting invitations by accepting, proposing alternate times when conflicts occur, or declining with appropriate context when unavailable.

Execute scheduled operational activities on time and complete daily commitments by COB.

Take full ownership of assigned incidents, operational tasks, and technical activities through completion.

Proactively coordinate with interfacing teams rather than waiting for issues to be resolved by others.

Raise blockers or requests for assistance to the Application Owner promptly, ideally within the same business day.

Technical Support, Software Administration, Software Engineering, Manufacturing, Cloud Computing, Machining, Technical Support, Software Administration, Ecosystems, Software Engineering, Candidates should have strong hands-on experience with several of the following:

L2/L3 Application Production Support

Windows Server / Windows VM environments

Enterprise application troubleshooting

On-premises application and infrastructure support

Application deployment and release support

Database connectivity and basic database troubleshooting

SQL / database querying for troubleshooting

Application-to-database integrations

Data pipeline / interface troubleshooting

Hybrid on-premises and cloud environments

AWS / Amazon S3 exposure

Monitoring and observability

Incident, problem, change, and release management

Root-cause analysis

ServiceNow or similar ITSM platforms

Application configuration and patch management

Technical documentation and runbook creation

Preferred Skills

Experience in the following areas would be particularly valuable:

Manufacturing or shop-floor application support

Inspection, quality, manufacturing execution, or archival systems

InspectionWorks or similar industrial inspection platforms

AWS cloud services and S3 storage

Data movement between shop-floor systems and cloud platforms

Production data pipelines and file-transfer/integration mechanisms

Enterprise monitoring and alerting platforms

Relational databases and SQL troubleshooting

Windows-based client/server applications