Solution Support Engineer

Solution Support Engineer (ref C005440). Provide technical support for software solutions, with a particular focus on NATO AirC2 services, troubleshooting, maintenance and engineering changes.

Main duties: Provide 24/7 immediate on-call Level 2 support, responding to and resolving tickets within operational needs and agreed KPIs; Diagnose software, hardware, performance and integration issues through debugging, log analysis and root-cause investigation; Work on-site within the service team, performing daily operations, application maintenance, configuration and performance monitoring; Help design, develop, test and implement engineering changes to services, processes and operating models; Contribute to solution architecture, assess cost/performance/scalability trade-offs, and document technical decisions and specifications; Gather and document requirements, support requirements baselines and manage authorised changes; Plan and monitor development work, coordinate resources and stakeholders, and maintain development road maps; Support network configuration, releases and deployments, ensuring compliance with architecture, security, privacy and technical standards.

Essential requirements: Relevant higher vocational qualification plus 3 years of relevant experience, or secondary education plus 5 years of relevant experience; Experience troubleshooting software, hardware and integrations; Proficiency in debugging, log analysis and root-cause analysis; Experience with cloud platforms such as AWS, Azure or Google Cloud; Knowledge of APIs and basic integration techniques; Ability to coordinate support work, track issue resolution and communicate across teams; Customer-facing technical support, service desk or help desk experience; ITIL Foundation or advanced-level training and certification; NATO Secret security clearance.

Desirable experience: NATO AirC2 services, NATO/FAS support and NATO policies and processes; Software design, programming, implementation, testing and lifecycle support; Software engineering standards, design patterns and Agile methods; On-site installation and configuration in military environments.

Assignment conditions: Location The Hague, Netherlands; Attendance Full-time on-site; Working conditions Normal office environment plus 24/7 immediate on-call response.