Technical Support Engineer
Oro Labs
About ORO Labs: ORO Labs is a well-funded B2B startup founded by industry veterans. Our SaaS solution is an AI-based procurement orchestration platform that’s dramatically improving business processes for employees, purchasing personnel, and suppliers, and it’s gaining rapid traction among global multi-nationals. ORO’s smart procurement workflows help organizations increase business agility and transparency, shortening cycle times while seamlessly increasing accuracy and compliance for the enterprise.
TLDR: procurement that works for everyone.
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 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.
- 7+ 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.