Senior Technical Support Engineer
Job Summary
Job Description
Coupa is seeking a Senior Technical Support Engineer to resolve complex customer issues for their cloud-based applications. This role involves developing subject matter expertise across Coupa's product suite, acting as a liaison between support, development, and cloud operations teams. The engineer will use tools like Unix/Linux commands, REST APIs, MySQL, cloud monitoring tools, and scripting languages to troubleshoot and resolve high-impact problems. Responsibilities include providing expert technical support, rapidly gaining product knowledge, sharing knowledge with peers and customers through documentation and mentorship, and driving resolution of critical issues by leading special projects and collaborating with development and cloud operations teams. Success will be measured by resolution time, issue deflection, and overall customer experience.
Must have:
- Unix/Linux commands
- REST APIs
- MySQL
- Cloud monitoring systems
- Atlassian products (Jira, Confluence)
- Multiple programming/scripting languages (Ruby on Rails, SQL, Bash, XML)
- Cloud platforms (AWS, Azure)
- Container technologies (Docker)
- Strong problem-solving skills
- Root cause analysis
- Defect evaluation
- Database/operational changes
- Adaptability and self-motivation
- Strong communication skills
- On-call rotations
- Bachelor's degree or equivalent experience
- 4+ years of technical support/engineering experience
- Knowledge sharing passion
17 skills required
Job Details
Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.
The Impact of Senior Technical Support Engineer to Coupa:
The Senior Technical Support Engineer plays a critical role in resolving complex customer issues across Coupa’s cloud-based applications by combining deep technical expertise with strong customer engagement skills. This individual quickly develops subject matter expertise across Coupa’s product suite and acts as a trusted liaison between support, development, and cloud operations teams. They leverage a broad toolkit—including Unix/Linux commands, REST APIs, MySQL, cloud monitoring tools, and scripting languages—to troubleshoot, analyze, and resolve high-impact problems. In addition to driving resolution, they contribute to continuous improvement by sharing knowledge, mentoring peers, and participating in strategic projects. Success in this role is measured by resolution time, issue deflection, and the overall customer experience.
What You Will Do:
- Provide expert technical support to resolve complex customer issues in cloud-based applications while effectively managing expectations.
- Rapidly gain deep product knowledge across all Coupa modules and serve as a liaison to development for a key functional area.
- Share knowledge daily with peers and customers through documentation, mentorship, and active contribution to the support knowledge base.
- Drive resolution of critical customer-impacting issues by leading special projects and collaborating with development and cloud operations.
- Develop subject matter expertise in key Coupa domains by understanding customer use cases and the underlying technical platforms.
What You Will Bring To Coupa:
- Proficient with a wide range of tools including Unix/Linux commands, cloud monitoring systems (e.g., New Relic, Grafana), REST APIs, MySQL, and Atlassian products like Jira and Confluence.
- Skilled in multiple programming and scripting languages (Ruby on Rails, SQL, Bash, XML, etc.) and experienced with cloud platforms like AWS, Azure, and container technologies like Docker.
- Demonstrates strong problem-solving skills through root cause analysis, defect evaluation, and implementing database or operational changes to resolve customer issues.
- Highly adaptable, self-motivated, and collaborative, with strong communication skills and a willingness to support major incidents and participate in on-call rotations.
- Holds a relevant bachelor’s degree (or equivalent experience), with 4+ years of technical support or engineering experience and a passion for knowledge sharing.
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Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.
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