C005443 Solution Support Engineer (CTS) - FRI 9 Oct

EMW; Den Haag; On-site; EUR 60,000 - 80,000; Full time

Job summary

EMW is seeking a Solution Support Engineer to deliver technical assistance for software implementations and ongoing maintenance. You will troubleshoot issues, configure products, and guide customers to best practices, while collaborating with engineering and product teams on complex problems.

The role requires NATO COSMIC TOP SECRET clearance, strong cloud and API experience, and a focus on on-site operations in The Hague, with 100% on-site time and 24/7 on-call duties as needed.

Qualifications

• Active NATO COSMIC TOP SECRET clearance.
• 3+ years post-related experience with higher vocational training (or 5+ years with secondary education).
• Experience diagnosing and resolving technical issues in software, hardware, and integrations.
• Proficiency in debugging, log analysis and root-cause identification.
• Experience with cloud platforms (AWS, Azure, Google Cloud).
• Knowledge of APIs and basic integration techniques.
• Ability to manage or contribute to support projects and coordinate with multiple teams.
• Experience in a customer-facing role such as technical support.

Responsibilities

• Provide technical assistance and support for software solutions implementation and maintenance.
• Troubleshoot and resolve issues and assist with product configurations.
• Collaborate with customers to understand needs and guide best practices.
• Work with development and product teams to escalate complex issues and improve the solution.
• Plan and drive system development projects and ensure resources are available.
• Ensure architectures and security standards are followed and documented.
• Support deployment activities and maintain on-site services as needed.

Skills

COSMIC TOP SECRET

AWS

Azure

Google Cloud

Troubleshooting

Root Cause Analysis

API Integration

Customer-Facing

On-Site Work

ITIL Certification

Security&Compliance

Education

Higher vocational training (3+ years post-experience)

Secondary qualification with 5+ years post-experience

Tools

APIs

Job description

Duties and Responsibilities

Solution architecture

Deadline Date: Friday 9 October 2026

Requirement: Solution Support Engineer

Location: The Hague, NL

Full Time On-Site: Yes

Time On-Site: 100%

Total Scope of the request (hours): 300

Required Start Date: 16 November 2026

End Contract Date: 31 December 2026

Required Security Clearance: NATO COSMIC TOP SECRET

Duties & Role

The Solution Support Engineer is responsible for providing technical assistance and support to clients and internal teams in the implementation and maintenance of software solutions. This role involves troubleshooting and resolving technical issues, assisting with product configurations, and ensuring that solutions are functioning optimally. Solution Support Engineers collaborate closely with customers to understand their needs, provide guidance on best practices, and help solve problems related to system performance, integrations, and customization. Additionally, they may work with development and product teams to elevate complex issues and contribute to the continuous improvement of the solution.

Duties and Responsibilities

Solution architecture

• Contributes to the development of solution architectures in specific business, infrastructure or functional areas
• Identifies and evaluates alternative architectures and the trade-offs in cost, performance and scalability
• Determines and documents architecturally significant decisions
• Produces specifications of cloud-based or on-premises components, tiers and interfaces, for translation into detailed designs using selected services and products
• Supports projects or change initiatives through the preparation of technical plans and application of design principles
• Aligns solutions with enterprise and solution architecture standards (including security)

Requirements definition and management

• Uses standard techniques to elicit, specify, and document requirements for simple subject areas with clearly-defined boundaries
• Assists in the definition and management of requirements
• Assists in the creation of a requirements baseline
• Assists in investigating and applying authorised changes

Systems development management

• Plans and drives systems development projects which support the organisation's objectives and plans
• Selects, adopts and adapts appropriate systems development methods, tools and techniques
• Ensures that stakeholders are aware of required resources and that they are made available
• Facilitates availability and optimum utilisation of resources
• Monitors and reports on the progress of development projects
• Ensures projects are carried out in accordance with agreed architectures, standards, methods and tools and addresses security and privacy requirements
• Develops road maps to communicate future development activity

Network design

• Specifies the technical configurations and components required for a small network or a network segment in a more complex infrastructure
• Follows organisational architectures and standards

Application support

• Follows agreed procedures to identify and resolve issues with applications
• Uses application management software and tools to collect agreed performance statistics
• Carries out agreed applications maintenance tasks

Release and deployment

• Uses approved tools and techniques for specific deployment activities
• Administers the recording of activities, logging of results and documents technical activities undertaken

Additional duties for this post

The Solution Support Engineer will provide 24/7 Immediate On-Call Response to the Service Operations with technical AirC2 expertise and solutions at Level 2 support with ticket response and resolutions that will meet current operational needs and defined Key Performance Indicators (KPIs).

The Solution Support Engineer will work as an on-site integrated member of the assigned service team, when not on 24/7 on-call duty for immediate ticket response and resolution. He will help with the design, development, test and on-site support of engineering changes to services, processes, organization, operating model and other aspects. This effort may be required in addition to his/her daily service operations and maintenance tasks

Requirements

Skills, Knowledge & Experience

• The candidate must have a currently active NATO COSMIC TOP SECRET security clearance
• Higher vocational training in a relevant discipline with 3 years post-related experience. Or a secondary educational qualification with 5 years post-related experience
• Experience with diagnosing and resolving technical issues related to software, hardware, and integrations
• Proficiency in debugging, log analysis, and identifying root causes of problems
• Experience with cloud platforms (e.g.: AWS, Azure, Google Cloud)
• Knowledge of APIs and basic integration techniques
• Ability to manage or contribute to support projects, track issue resolutions, and communicate with different teams to ensure a smooth resolution process
• Experience in a customer-facing role, such as technical support, customer service, or help desk
• ITIL foundation or advanced level training and certification

Desirable

• Previous knowledge of NATO AirC2 services constitute an advantage
• Desirable experience in various areas of Software Engineering including: Software design, implementation and testing; Programming languages, techniques and methodologies associated with the duties described above; Very good knowledge of commonly used standards and best practices for software engineering, including design patterns; Exposure to Agile software development methodologies; Able to do onsite installation / configuration in military environment
• Previous experience in NATO, FAS support, software lifecycle support, knowledge of NATO policies and process