Platform Support Engineer - Go-Live & Incident Resolution

Norconsult Telematics; Dubai; On-site; AED 120,000 - 180,000; Full time

Job summary

Norconsult Telematics is seeking a Technical Support Engineer to provide technical, application, and operational support for the Bonya platform across project delivery, testing, rollout, and post-go-live stabilization.

You will assist users, investigate incidents, help with configuration, monitor platform behavior, and coordinate with development and infrastructure teams to ensure smooth adoption of the system.

Qualifications

• Diploma or Bachelor’s degree in IT, CS, IS or a related field.
• 3+ years in application or technical support roles.
• ITIL Foundation or equivalent service management certification is desirable.
• Experience supporting ERP, CRM, workflow, service management, or custom enterprise applications.
• Experience with Odoo or similar enterprise platforms is desirable.
• Basic understanding of Linux, PostgreSQL, web applications, APIs, logs, user roles, and access control.
• Experience working with ticketing tools, incident management processes, and SLA-based support.
• Experience supporting UAT, go-live, and hyper care activities is advantageous.

Responsibilities

• Provide first-level and second-level support for Bonya users during UAT, pilot, rollout, and production stabilisation.
• Log, triage, investigate, assign, and track incidents, service requests, defects, and user queries.
• Support user access, role assignment, password/SSO issues, workflow issues, and configuration-related support requests.
• Reproduce reported defects and provide a clear technical analysis to developers and testers.
• Monitor application behaviour, system logs, job failures, integration errors, and performance issues.
• Support data import/export activities, report generation, user administration, and routine operational tasks.
• Assist with deployment validation, smoke testing, release verification, and environment checks.
• Prepare support guides, FAQs, knowledge base articles, and user support documentation.
• Participate in hyper care and post-go-live support.
• Escalate issues to infrastructure, development, database, integration, or security teams as required.

Skills

Application support

Incident management

SLA-based support

Go-live support

Hyper care support

ERP/CRM/workflow knowledge

Odoo familiarity

Linux basics

PostgreSQL basics

APIs/logs understanding

Education

Diploma or Bachelor’s degree in Information Technology, Computer Science, Information Systems

Tools

Ticketing tools (e.g., Jira, ServiceNow)

ERP/CRM platforms

Odoo or similar ERP

Linux command line

PostgreSQL queries

Job description

Norconsult Telematics is seeking a Technical Support Engineer to provide technical, application, and operational support for the Bonya platform across project delivery, testing, rollout, and post-go-live stabilization.

You will assist users, investigate incidents, help with configuration, monitor platform behavior, and coordinate with development and infrastructure teams to ensure smooth adoption of the system.