Application Support Engineer (Level 2 On-Call, Release and Deployment) for NATO with security clearance

WLG; Den Haag; On-site; EUR 52,000 - 76,000; Full time

Job summary

WLG in The Hague is seeking a support engineer for its software solutions used by frontline users. You will diagnose issues, configure what needs configuring, and communicate requirements to the development team.

The role is on-site with a share of the on-call rota, covering software, hardware, and integrations, and involves collaboration across teams to resolve root causes.

Qualifications

• Experience diagnosing issues across software, hardware, and integrations.
• Experience with a cloud platform and APIs/integration basics.
• Ability to track resolutions and coordinate with multiple teams.
• Customer-facing background and ITIL training.
• Desirable: software design, testing, and agile delivery.
• Willingness to on-site support in The Hague area.

Responsibilities

• Resolve issues across software, hardware and integrations, finding root causes.
• Support day-to-day applications: maintenance, performance stats, releases.
• Contribute to solution architecture: weigh cost, performance, scalability.
• Specify cloud or on-prem components with secure interfaces.
• Elicit and document requirements for well-bounded areas.
• Plan and track development activity and inform stakeholders.
• Take turns on the on-call rota for second-line support.

Skills

Diagnostic skills

Cloud experience

APIs & integrations

Customer support

ITIL trained

On-site install

Agile delivery

Cross-team collaboration

Logging & debugging

Job description

The interesting problems are the ones that only appear in production.

A multinational defence service line in The Hague needs a support engineer for the software solutions its users depend on: diagnosing what has gone wrong, configuring what needs configuring, and telling the development side what they need to hear. On site, with a share of the immediate on-call rota.

What You Would Be Doing

• Resolving technical issues across software, hardware and the integrations between them, and getting to the actual root cause
• Supporting the applications day to day - agreed maintenance, performance statistics, and the deployment activity around releases
• Contributing to solution architecture in your area: weighing alternatives on cost, performance and scalability, and documenting the decisions that matter
• Specifying cloud or on-premises components and interfaces so they can be designed in detail, in line with the wider architecture and its security requirements
• Helping elicit and document requirements for well-bounded subject areas, and keeping the baseline honest
• Planning and tracking development activity, keeping stakeholders aware of what is needed, and reporting progress
• Taking your turn on the immediate on-call rota for second-line response

What you would bring

• Real diagnostic ability across software, hardware and integrations, with debugging and log analysis as habits
• Experience of a cloud platform, and working knowledge of APIs and basic integration techniques
• The organisation to run a support effort: tracking resolutions and talking to several teams until something is actually fixed
• A customer-facing background - technical support, service desk or similar - and ITIL training
• Welcome extras: software design, implementation and testing; the languages and patterns that go with it; agile delivery; on-site installation in a military environment

Why this one is worth a look

It sits between operations and engineering, so you see both, and it runs from a standing framework rather than a one-off project.