Senior Installation Specialist

Job Description

Job Description

Fuelling the business of fun.

Not just a game-changer, it’s a life-changer. Designed to deliver a superior guest experience, the software solutions platform is a complete integrated solution made to enable business owners to achieve greater operational efficiency while reducing costs and increasing profitability.

With Embed’s platform, a business (single or multi-location) has real-time visibility and control across the entire operation: a full range of games management, real-time prize inventory, from guest party planning and bookings via mobile to integrated point-of-sales, including bundles and upsell packages, self-recycling game card kiosks and so much more. And it is all interconnected.

We have offices across the globe: USA, EMEA, and Asia. With more than 1,000 customers and over 3,000 installations in 56 countries, we are equipped and ready to empower Family Entertainment businesses with direct sales, services, and support anytime, anywhere.

We are in the business of fun and no one takes fun more seriously than us, which is why we put our people at the heart of everything we do, and how we do it. Get inspired because no one’s having more fun than us.

What You’ll Do

As a Senior Installation Specialist, you’ll bring our technology to life—leading installations, solving complex challenges, and delivering exceptional customer experiences from day one.

Lead Customer Implementations

• Own onboarding and installation projects from pre-installation through go-live
• Configure and deploy Embed hardware, software, EMV, and third-party integrations
• Provide expert guidance on network setup, cabling, and infrastructure

Be the Technical Expert

• Troubleshoot complex issues remotely and onsite
• Act as the escalation point for high-impact customer incidents
• Deliver timely, reliable, and customer-focused solutions

Elevate the Customer Experience

• Build strong relationships and serve as a trusted advisor
• Communicate clearly and proactively throughout every project
• Ensure systems meet performance standards and readiness criteria

Drive Continuous Improvement

• Identify opportunities to streamline and improve installation processes
• Contribute to documentation, knowledge base content, and best practices
• Use data to improve execution and customer outcomes

Support & Mentor the Team

• Coach Installation Specialists through complex technical challenges
• Assist with training and team development
• Lead by example in quality, accountability, and collaboration

Experience & Skills Needed

• 4+ years in installation, technical support, or field services
• Strong troubleshooting and problem-solving experience
• Technical expertise in:
  • Windows OS, networking (TCP/IP)
  • SQL/database environments
  • Hardware/software deployment
• Ability to explain technical concepts to non-technical users

What Will Set You Apart

• Customer-first mindset
• Strong communication and relationship-building skills
• Calm and effective in high-pressure situations
• Detail-oriented and highly organized
• Passion for learning and evolving technology

Nice to Have's

• Experience in Family Entertainment Centers (FEC)
• Microsoft or networking certifications
• Gaming or reader installation experience

Benefits & Perks

• Comprehensive Medical Coverage – PPO plans with flexible options
• Dental & Vision Insurance – Company-paid for employees
• Company-Paid Protection – Life, Short-Term & Long-Term Disability
• Supplemental Coverage – Accident, Critical Illness, and Hospital plans
• 401(k) with Company Match – 100% of first 3%, 50% of next 2%
• Paid Time Off – Vacation, sick time, holidays, and your birthday
• Workplace Perks – Free parking + fitness center access (Dallas office)
• Professional Development – Ongoing learning and career growth opportunities

Additional Details

• Travel required (including onsite customer visits)
• Occasional after-hours coordination across time zones
• Field work may involve physical activity (lifting, standing, tools, etc.)