Technical Support Engineer
Job Summary
Job Description
Coupa is seeking a Technical Support Engineer to provide second-level techno-functional support for its enterprise solution, including power apps and acquired products. The role involves understanding customer business needs and product integration, proficiently handling customer issues in production environments across severity levels, and gathering detailed information for problem resolution. Responsibilities include providing case status updates, collaborating with various business units to ensure customer satisfaction, creating knowledge base articles, staying updated through CoupaU training and certifications, and analyzing functional documentation for product releases. This position requires strong technical skills and a commitment to exceptional customer service.
Must have:
- At least 4-6 years of enterprise support experience
- Excellent written and verbal communication skills
- Technical background in Linux, Unix, and other OS
- Skilled in XML, HTML, and web technologies
- Ability to read database tables using SQL queries
- Ability to analyze log files
Good to have:
- Understanding of the Procurement domain
- Understanding of web servers, application servers, and databases
- Knowledge of scripts
Perks:
- Pioneering Technology
- Collaborative Culture
- Global Impact
9 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.
What you will do:
- Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products that are assigned to the product vertical) and associated business understanding.
- Develop an understanding of how our customers do business and what role our products play in that business.
- Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels.
- Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skills.
- Provide case status and next steps to the customer and management according to Support offerings Service Level Targets.
- Work with other business units, including the Integration team, Operations, Engineering and Customer Success, as required ensuring strong customer satisfaction.
- Create and contribute to the development of knowledge articles in Coupa’s knowledgebase.
- Keep up to date on Training through CoupaU and complete 100% of all required certifications.
- Read, analyze, and comprehend functional documentation in line with Coupa’s product releases
What you will bring to Coupa:
- Must be a fast learner, self-motivated, and able to work in a fast-paced environment with at-least 4 to 6 years of Enterprise support experience.
- Possesses excellent written and verbal communication skills at all levels of an organization, internally and externally.
- Technical background in Linux, Unix and other Operating Systems.
- Skilled in using XML, HTML and other Web technologies.
- Ability to read database tables using SQL queries, and log files thus enabling effective troubleshooting and fast resolution of customer issues.
- Understanding the Procurement domain will be an added advantage.
- Understanding of Web servers, Application servers and Databases (preferred).
- Knowledge and understanding of scripts will be an added advantage.
- Willing to work in a 24x5 environment including On-call support for weekends.
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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