Technical Support Engineer

Job Title: Technical Support Engineer Location: India (Remote) Experience Required: 5–8 Years Employment Type: Full-Time (US Hours) About ORO Labs: ORO Labs is an agentic procurement orchestration company on a mission to humanize the procurement experience. Founded in 2020 by former SAP Ariba product leaders, ORO delivers effortless user experiences so businesses can shorten cycle times, decrease risk through end-to-end process visibility, and remain agile in response to change with a no-code platform purpose-built for procurement. Trusted by users in over 70 countries, and supported by an extensive network of implementation and technology partners, ORO helps Fortune 500 and fast-growing global companies automate processes, improve cross-team collaboration, and scale procurement operations. The ORO platform is trusted by the world’s largest brands, including The Coca-Cola Company, Novartis, Danone, Roche, BASF, Liberty Global, Bayer, Millennium, and Booking.com . Job Summary: In this role, you’ll be responsible for providing technical support to enterprise customers after they’ve gone live with our platform. Your primary focus will be on troubleshooting issues related to current configurations and resolving technical problems efficiently. For select enterprise accounts, you’ll also take on a technical point-of-contact role—ensuring continuity, technical context, and faster issue resolution . Key Responsibilitie s:Technical Support & Debuggin g:Serve as a primary escalation point for customer-reported technical issue s.Investigate and debug issues involving platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configuratio n.Use tools like SQL, Postman, and log monitoring systems to perform in-depth root cause analysi s.Collaborate with engineering and product teams to escalate and resolve bugs, and ensure timely communication to the custome r.Maintain detailed case notes, documentation, and internal/external knowledge base conten t.Enterprise Customer Engagemen t:Act as a technical advisor for assigned enterprise customers, building deep familiarity with their configuration, integration, and support histor y.Participate in regular customer check-ins or QBRs alongside Customer Success Managers (CSMs ).Proactively monitor enterprise account health and flag potential issues before they become blocker s.Partner with onboarding and implementation teams to ensure smooth technical setup for the enterprise customer s. Requiremen ts:Must-Ha ve:Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent experien ce.5+ years of experience in a technical support, product support, or similar customer-facing technical role (preferably in a SaaS environmen t).Understanding of procurement, supply chain, or enterprise systems (ERP, P2P, S2P platform s).Strong problem-solving skills with an analytical minds et.Experience with ticketing tools like Zendesk, Jira, or Freshde sk.Familiarity with APIs (REST/JSON), webhooks, and troubleshooting integratio ns.Basic knowledge of SQL for data analysis and issue investigati on.Excellent communication skills — both written and verb al.Be easy to work with—maintain a positive, collaborative attitude, influence the team positively, and always be helpf ul.

Nice-to-H ave:Experience supporting procurement preferably or any SaaS produ cts.Exposure to Single Sign-On (SSO), SAML, and OAuth authentication protoc ols.Familiarity with cloud platforms like AWS or Az ure.Experience with log analysis and debugging to ols.Why Work with Us?Work with a forward-thinking, global SaaS team supporting leading enterprise custom ers.Be the technical backbone for live customers, solving real-world issues across complex integrations and configurati ons.Collaborate closely with Product, Engineering, and Customer Success in a truly cross-functional environm ent.Build deep expertise in procurement tech, integrations, cloud, and enterprise platforms while working on impactful probl ems.Enjoy a flexible, remote-first culture that values ownership, autonomy, and continuous learn ing. Ready to shape the future of enterprise procure ment?We’d love to talk. Apply now and bring your expertise to a role that values innovation, autonomy, and im pact.