Technical Support Developer

As a Technical Support Engineer at ORO Labs, you will be responsible for providing technical support to enterprise customers post platform implementation. Your main focus will involve troubleshooting issues related to current configurations and efficiently resolving technical problems. Additionally, for select enterprise accounts, you will serve as a technical point of contact to ensure continuity, technical context, and swift issue resolution. Key Responsibilities: - Investigate and debug issues related to platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configurations. - Utilize tools such as SQL, Postman, and log monitoring systems for in-depth root cause analysis. - Act as a technical advisor for assigned enterprise customers, developing a deep understanding of their configuration, integration, and support history. - Proactively monitor enterprise account health and identify potential issues before they escalate. - Collaborate with onboarding and implementation teams to ensure a seamless technical setup for enterprise customers. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience. - Minimum of 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 platform). - Proficiency with ticketing tools like Zendesk, Jira, or Freshdesk. - Basic knowledge of SQL for data analysis and issue investigation. - Experience in supporting procurement or any SaaS product. - Familiarity with cloud platforms like AWS or Azure. - Experience with log analysis and debugging. - Ability to develop 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. As a Technical Support Engineer at ORO Labs, you will be responsible for providing technical support to enterprise customers post platform implementation. Your main focus will involve troubleshooting issues related to current configurations and efficiently resolving technical problems. Additionally, for select enterprise accounts, you will serve as a technical point of contact to ensure continuity, technical context, and swift issue resolution. Key Responsibilities: - Investigate and debug issues related to platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configurations. - Utilize tools such as SQL, Postman, and log monitoring systems for in-depth root cause analysis. - Act as a technical advisor for assigned enterprise customers, developing a deep understanding of their configuration, integration, and support history. - Proactively monitor enterprise account health and identify potential issues before they escalate. - Collaborate with onboarding and implementation teams to ensure a seamless technical setup for enterprise customers. Qualifications Required: - Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience. - Minimum of 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 platform). - Proficiency with ticketing tools like Zendesk, Jira, or Freshdesk. - Basic knowledge of SQL for data analysis and issue investigation. - Experience in supporting procurement or any SaaS product. - Familiarity with cloud platforms like AWS or Azure. - Experience with log analysis and debugging. - Ability to develop 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.