Technical Support Engineer

In this role at ORO Labs, you will play a crucial part in providing technical support to enterprise customers post-implementation of our platform. Your primary 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, ensuring continuity, providing technical context, and facilitating faster issue resolution. Key Responsibilities: - Technical Support & Debugging: - Serve as a primary escalation point for customer-reported technical issues. - Investigate and debug issues related to platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configurations. - Utilize tools like SQL, Postman, and log monitoring systems for in-depth root cause analysis. - Collaborate with engineering and product teams to escalate and resolve bugs, ensuring timely communication with customers. - Maintain detailed case notes, documentation, and internal/external knowledge base content. - Enterprise Customer Engagement: - Act as a technical advisor for assigned enterprise customers, developing a deep understanding of 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 identify potential issues before they escalate. - Partner with onboarding and implementation teams to ensure smooth technical setup for enterprise customers. Requirements: Must-Have: - Bachelors degree in Computer Science, Information Technology, Engineering, or a related field or equivalent experience. - 5+ years of experience in technical support, product support, or similar customer-facing technical roles (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. - Positive, collaborative attitude, influencing the team positively, and always being helpful. Nice-to-Have: - Experience supporting procurement 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. At ORO Labs, you will have the opportunity to work with leading enterprise customers, be a technical backbone for live implementations, collaborate across departments, and deepen your expertise in procurement tech. Our remote-first culture emphasizes ownership, autonomy, and continuous learning. If you are ready to make an impact in enterprise procurement, apply now and join a team that values innovation and autonomy. In this role at ORO Labs, you will play a crucial part in providing technical support to enterprise customers post-implementation of our platform. Your primary 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, ensuring continuity, providing technical context, and facilitating faster issue resolution. Key Responsibilities: - Technical Support & Debugging: - Serve as a primary escalation point for customer-reported technical issues. - Investigate and debug issues related to platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configurations. - Utilize tools like SQL, Postman, and log monitoring systems for in-depth root cause analysis. - Collaborate with engineering and product teams to escalate and resolve bugs, ensuring timely communication with customers. - Maintain detailed case notes, documentation, and internal/external knowledge base content. - Enterprise Customer Engagement: - Act as a technical advisor for assigned enterprise customers, developing a deep understanding of 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 identify potential issues before they escalate. - Partner with onboarding and implementation teams to ensure smooth technical setup for enterprise customers. Requirements: Must-Have: - Bachelors degree in Computer Science, Information Technology, Engineering, or a related field or equivalent experience. - 5+ years of experience in technical support, product support, or similar customer-facing technical roles (preferably in a SaaS environment). - Understanding