Solution Support Engineer (Application Support, Cloud, APIs) for NATO with security clearance

WLG; Den Haag; On-site; EUR 50,000 - 70,000; Full time

Job summary

WLG in The Hague is seeking a capable support engineer for our software solutions used by clients in defense, diagnosing issues, configuring what’s needed, and communicating with development on an on-site basis with a standing on-call rota.

You will resolve issues across software, hardware and integrations, support day-to-day operations, and contribute to solution architecture by weighing cost, performance and security considerations.

Qualifications

• Must have diagnostic ability across software, hardware and integrations.
• Experience of a cloud platform, APIs and basic integration techniques.
• Ability to track resolutions and coordinate with multiple teams until issues are fixed.
• Customer-facing background with ITIL training.
• Desirable: software design, implementation & testing; agile delivery; on-site installation in a military environment.

Responsibilities

• Resolving technical issues across software, hardware and integrations, 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.

Skills

Diagnostic ability

Cloud platform experience

APIs & integration

ITIL training

Customer-facing background

On-site installation

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.