Matrix Support Engineer

ABAKUS IT SOLUTIONS is looking for an experienced Senior Matrix SME / Technical Support Engineer to join a dedicated team responsible for the operational support and management of a critical Matrix-based collaboration environment. The client is establishing a dedicated sovereign support team to take over and operate an existing Matrix environment. The role is therefore primarily focused on RUN, production support, technical ownership and service continuity, rather than designing or building the platform from scratch. The successful candidate will act as a Matrix Subject Matter Expert, supporting the environment in a 24/7 operational model and contributing to its continuous improvement.

Your Mission

• Take technical ownership of the Matrix environment from an operational and support perspective.
• Provide expert-level production support and troubleshooting for Matrix-related incidents and issues.
• Ensure the availability, stability, performance and reliability of the environment.
• Act as the technical reference point / SME for Matrix within the support team.
• Participate in a 24/7 on-call rotation to ensure continuous service availability.
• Diagnose and resolve complex technical incidents and contribute to root-cause analysis.
• Monitor the health and performance of the environment and proactively identify potential issues.
• Manage configuration, maintenance, upgrades and technical changes within the environment.
• Work closely with the customer and other technical teams during the transition and operational takeover.
• Contribute to the definition and continuous improvement of operational procedures, monitoring, incident management and support processes.
• Participate in onboarding activities and occasional on-site interventions when required.
• Contribute, where relevant, to the future extension of the sovereign support team to additional platforms such as OpenDesk and Nextcloud.

Your Profile

• Strong expertise in Matrix and Matrix Synapse.
• Proven experience in production support / RUN operations.
• Strong troubleshooting and incident-management skills.
• Good knowledge of Linux-based environments and system administration.
• Experience with monitoring, logging, performance analysis and service availability.
• A good understanding of networking, authentication, security and infrastructure concepts.
• Experience working in environments requiring high availability and operational continuity.
• Experience with on-call / 24x7 support models or similar operational environments.
• The ability to work autonomously and act as a technical SME for a specific technology.
• Strong communication skills and the ability to collaborate with infrastructure, security and application teams.
• Experience with Nextcloud, OpenDesk or other sovereign/open-source collaboration platforms is considered an asset.

Working Model

• Preferred locations: Brussels or Luxembourg.
• Remote: Full-time remote work is possible from another EU country.
• Occasional on-site presence may be required in Brussels or Luxembourg.
• On-site onboarding is expected.
• Occasional travel may be required for operational needs, major incidents or equipment collection/return.
• Travel-related costs are expected to be included within the service arrangement.
• The role is part of a dedicated multi-FTE team operating a 24/7 on-call support model.

Why Join ABAKUS IT SOLUTIONS?

At ABAKUS IT SOLUTIONS, we connect experienced IT professionals with high-impact digital transformation and technology projects across Belgium and Europe.

This opportunity offers the chance to become a key technical reference for a sovereign collaboration platform, working within a dedicated team and contributing directly to the reliability and continuity of a critical production environment.