Sr. IT Support Specialist

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 a Sr. IT Support Specialist at Coupa:

We are seeking a detail-oriented and customer-focused IT Service Desk Specialist with hands-on experience in Freshservice administration. In this role, you will be the first point of contact for end-user IT support requests, as well as the primary administrator for our Freshservice ITSM platform. You’ll play a key role in ensuring efficient service delivery and continuous improvement of our IT support operations.

• Provide Level 1 technical support via the Service Desk, acting as the first point of contact for user inquiries and offering clear troubleshooting assistance, including weekend coverage.
• Administer and enhance the Freshservice ITSM platform, managing workflows, automation, SLAs, and maintaining service catalogs, knowledge base content, and reporting tools.
• Resolve technical issues proactively, escalating security-related incidents when necessary, and ensuring high levels of user satisfaction through timely follow-up and ownership.
• Monitor systems and perform QA checks, identifying and addressing potential problems before they impact users and maintaining overall service quality.
• Support user onboarding and training, while fostering strong vendor relationships to ensure seamless collaboration and third-party support.

• Extensive hands-on IT support experience, supported by a degree in IT or related field (or equivalent professional background), with fluency in English and strong communication skills.
• Proficient in MacOS, Windows OS, and productivity suites such as Microsoft 365 (Outlook, Word, Excel, PowerPoint) and Google Workspace (Gmail, Drive).
• Experienced with ITSM tools, particularly Freshservice, as well as remote support platforms like VPN and Zoom, and backup tools including Egnyte and Google Drive.
• Technical knowledge in networking fundamentals (TCP/IP, DNS, routing, subnetting) and enterprise platforms such as OKTA, Intune, JAMF, and basic AWS console use.
• Strong problem-solving mindset, with excellent interpersonal skills, adaptability in fast-paced environments, and a high level of initiative and ownership.

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.

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