Technical Support Engineer

7 days ago

Meerut, India ORO Labs Full time

Job Title: Technical Support EngineerLocation: India (Remote)Experience Required: 5–8 YearsEmployment Type: Full-TimeAbout 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.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

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