About ORO Labs

ORO Labs is an agentic procurement orchestration company redefining how enterprises manage the procurement lifecycle. Founded in 2020 by former SAP Ariba product leaders, ORO provides a no-code, purpose-built platform that reduces cycle times, strengthens process governance and risk visibility, and enables organizations to adapt quickly to change.

Deployed across more than 70 countries and backed by a robust ecosystem of implementation and technology partners, ORO empowers Fortune 500 enterprises and high-growth global companies to automate procurement workflows, improve cross-functional collaboration, and scale operations efficiently. Marquee customers include The Coca-Cola Company, Novartis, Danone, Roche, BASF, Liberty Global, Bayer, Millennium, and Booking.com.

Role Overview

Join Oro Labs as a Technical Support Engineer (Tier III). Deliver post-implementation technical support to our enterprise customer base, with a primary focus on diagnosing and resolving issues related to platform configuration, integrations, and system behavior. For a subset of strategic enterprise accounts, you will also serve as a dedicated technical point of contact — providing continuity, deep technical context, and accelerated issue resolution.

Key Responsibilities

Technical Support & Root Cause Analysis

• Act as a primary escalation point for technical issues reported by enterprise customers.
• Investigate and troubleshoot issues spanning platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and configuration errors.
• Conduct in-depth root cause analysis using tools such as SQL, Postman, and log-monitoring/observability systems.
• Partner with Engineering and Product teams to escalate defects, drive resolution, and ensure timely, transparent communication with customers.
• Maintain thorough case documentation and contribute to internal and customer-facing knowledge base content.

Enterprise Customer Engagement

• Serve as a technical advisor to assigned enterprise accounts, developing deep expertise in each customer's configuration, integration architecture, and support history.
• Participate in recurring customer check-ins and Quarterly Business Reviews (QBRs) alongside Customer Success Managers (CSMs).
• Proactively monitor account health indicators and flag potential risks before they escalate into blockers.
• Collaborate with Onboarding and Implementation teams to ensure a seamless technical transition for enterprise customers.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline — or equivalent practical experience.
• 7+ years of experience in technical support, product support, or a comparable customer-facing technical role, ideally within a SaaS environment.
• Working knowledge of procurement, supply chain, or enterprise systems (ERP, P2P, S2P platforms).
• Strong analytical and problem-solving capabilities.
• Hands-on experience with ticketing and case-management platforms such as Zendesk, Jira, or Freshdesk.
• Proficiency with REST/JSON APIs, webhooks, and integration troubleshooting.
• Working knowledge of SQL for data analysis and issue investigation.
• Excellent written and verbal communication skills.
• A collaborative, solutions-oriented mindset with the ability to positively influence cross-functional teams.

Preferred Qualifications

• Prior experience supporting procurement or other SaaS platforms.
• Exposure to Single Sign-On (SSO) and authentication protocols such as SAML and OAuth.
• Familiarity with cloud infrastructure platforms such as AWS or Azure.
• Experience with log analysis and debugging/observability tooling.

Why Join ORO Labs

• Collaborate with a forward-thinking, global SaaS team supporting industry-leading enterprise customers.
• Serve as the technical backbone for live customer environments, solving complex, real-world integration and configuration challenges.
• Work cross-functionally with Product, Engineering, and Customer Success in a highly collaborative environment.
• Build deep, transferable expertise in procurement technology, systems integration, and cloud platforms. Enjoy a flexible, remote-first culture built on ownership, autonomy, and continuous professional growth.