Technical Support Engineer

Job Title: Technical Support Engineer

Location: India (Remote)

Experience Required: 5–8 Years

Employment Type: Full-Time

About ORO Labs:

Job Summary:

Key Responsibilities:

Technical Support & Debugging:

• Serve as a primary escalation point for customer-reported technical issues.
• Investigate and debug issues involving platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configuration.
• Use tools like SQL, Postman, and log monitoring systems to perform in-depth root cause analysis.
• Collaborate with engineering and product teams to escalate and resolve bugs, and ensure timely communication to the customer.
• Maintain detailed case notes, documentation, and internal/external knowledge base content.

Enterprise Customer Engagement:

• Act as a technical advisor for assigned enterprise customers, building deep familiarity with their configuration, integration, and support history.
• 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 blockers.
• Partner with onboarding and implementation teams to ensure smooth technical setup for the enterprise customers.

Requirements:

Must-Have:

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent experience.
• 5+ years of experience in a technical support, product support, or similar customer-facing technical role (preferably in a SaaS environment).
• Understanding of procurement, supply chain, or enterprise systems (ERP, P2P, S2P platforms).
• Strong problem-solving skills with an analytical mindset.
• Experience with ticketing tools like Zendesk, Jira, or Freshdesk.
• Familiarity with APIs (REST/JSON), webhooks, and troubleshooting integrations.
• Basic knowledge of SQL for data analysis and issue investigation.
• Excellent communication skills — both written and verbal.
• Be easy to work with—maintain a positive, collaborative attitude, influence the team positively, and always be helpful.

Nice-to-Have:

• Experience supporting procurement preferably or any SaaS products.
• Exposure to Single Sign-On (SSO), SAML, and OAuth authentication protocols.
• Familiarity with cloud platforms like AWS or Azure.
• Experience with log analysis and debugging tools.

Why Work with Us?

• Work with a forward-thinking, global SaaS team supporting leading enterprise customers.
• Be the technical backbone for live customers, solving real-world issues across complex integrations and configurations.
• Collaborate closely with Product, Engineering, and Customer Success in a truly cross-functional environment.
• Build deep expertise in procurement tech, integrations, cloud, and enterprise platforms while working on impactful problems.
• Enjoy a flexible, remote-first culture that values ownership, autonomy, and continuous learning.

Ready to shape the future of enterprise procurement?

We’d love to talk. Apply now and bring your expertise to a role that values innovation, autonomy, and impact.