Technical Support Engineer

Oro Labs; India; Remote; INR 1,200,000 - 2,000,000; Full time

Job summary

ORO Labs in India offers a remote-first, full-time Technical Support Engineer role. You will serve as the primary escalation point for customer issues, investigate platform functionality, and debug complex integrations (ERP, SSO, APIs) while coordinating with Engineering and Product to resolve bugs and inform customers promptly.

Applicants should have 5–8 years in a SaaS technical support role, strong SQL and API troubleshooting skills, and excellent written and verbal communication.

Qualifications

• Bachelor's degree in CS/IT/Engineering or equivalent experience.
• 5+ years in technical/support roles, SaaS preferred.
• Experience with ERP, procurement, or enterprise systems.
• Strong analytical, communication, and problem-solving skills.
• Familiarity with REST/JSON APIs and integrations.

Responsibilities

• Serve as primary escalation point for customer-reported technical issues.
• Investigate and debug platform functionality, integrations, data discrepancies.
• Use SQL, Postman, and logs to perform root-cause analysis.
• Escalate bugs with engineering and communicate updates to customers.
• Maintain case notes and knowledge base content.
• Engage with enterprise customers, check-ins, and QBRs.

Skills

Problem-solving

Communication skills

Customer-facing experience

SaaS experience

Education

Bachelor's degree in CS/IT/Engineering or equivalent

Tools

Zendesk

Jira

Freshdesk

Postman

SQL

Job description

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.

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 Engagemen t:

• 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.