[6386] Solutions Support Engineer

Start date: Negotiable
Clearance: NATO Cosmic Top Secret
Location: The Hague, South Holland, Netherlands

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 escalate complex issues and contribute to the continuous improvement of the solution.

• 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.
• 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.
• 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 roadmaps to communicate future development activity.
• 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.
• Follows agreed procedures to identify and resolve issues with applications.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed application maintenance tasks.
• Uses approved tools and techniques for specific deployment activities.
• Administers the recording of activities, logging of results and documents technical activities undertaken.
• Provides 24/7 immediate on-call response to Service Operations with technical AirC2 expertise and Level 2 support.
• Responds to and resolves support tickets in line with current operational requirements and defined Key Performance Indicators (KPIs).
• Works as an on-site integrated member of the assigned service team when not undertaking 24/7 on-call duties.
• Supports the design, development, testing and on-site support of engineering changes to services, processes, organisation, operating models and other aspects.
• Supports engineering activities in addition to daily service operations and maintenance tasks where required.

Requirements:
• 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 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 such as AWS, Azure or 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.
• Experience in various areas of Software Engineering, including software design, implementation and testing.
• Experience with 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.
• Ability to carry out on-site installation and configuration in a military environment.
• Previous experience in NATO or FAS support.
• Experience with software lifecycle support.
• Knowledge of NATO policies and processes.