Technical Support Engineer

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. 

The Impact of a Technical Support Engineer at Coupa:

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What You'll 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 knowledge base
• 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
• Active participation in knowledge sharing processes, per team-specific targets

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 5 to 7 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
• Preferred: Strong written communication skills and experience contributing to knowledge sharing

At Coupa, we celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. 

Please be advised that inquiries or resumes from recruiters will not be accepted.

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