At norbloc we build ecosystems for sharing of validated data, as well as solutions for financial institutions looking to digitize and improve the efficiency of client onboarding and data management processes. Our client portfolio includes government institutions and tier-1 financial organizations, reflecting norbloc’s trusted partnerships with leading entities across different regions.
We are now growing our Implementation team to strengthen the support and operational stability of our platforms. To this end, we are seeking a Platform Support Lead, reporting to the Head of Implementation.
By joining norbloc, you will have the exceptional opportunity to be part of a highly innovative and pioneering company. Our platforms are disrupting the status quo of how KYC is conducted, solving challenges that have existed for decades, and in doing so creating a new market segment where other innovative solutions and applications can thrive.
The role in the UAE on a full-time basis.
Role description
As Platform Support Lead, you will be responsible for overseeing the day-to-day support and maintenance of norbloc platforms in production environments. You will ensure platform availability, performance, and reliability, while leading a team that provides technical support to clients and internal stakeholders. The role requires strong problem-solving abilities, customer-oriented mindset, and leadership skills to coordinate support activities and drive continuous improvement.
Duties and responsibilities
- Lead the platform support function for norbloc’s live client implementations.
- Monitor, maintain, and ensure SLA compliance for all support incidents.
- Act as primary escalation point for platform-related incidents and issues.
- Oversee issue triaging and review the classification of the tickets to ensure relevant SLA adherence.
- Coordinate with internal and external stakeholders to resolve incidents efficiently.
- Define and enforce support processes, SLAs, and best practices.
- Document incidents, resolutions, and knowledge base articles for reporting.
- Analyze recurring issues and propose long-term solutions to improve stability.
- Provide guidance and mentorship to support engineers.
- Report on support metrics and platform performance to senior management.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field.
- 5+ years of experience in technical support, platform operations, or DevOps-related roles.
- Experience with monitoring and maintaining incident management tools.
- Strong troubleshooting and analytical skills.
- Excellent communication and coordination abilities.
- Fluency in English.
- Experience in Fintech, RegTech or enterprise SaaS and familiarity with blockchain-based platforms or distributed architectures will be considered as a plus.
Benefits
- Become part of a friendly, innovative and ambitious team.
- Learn and grow in a pioneering, high-growth environment.
- Work with world-leading financial institutions and government entities.
- Exposure to cutting edge technologies and methodologies.
- Competitive compensation package.
Send us your CV via our Careers page
