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 Learn more on blog and hear from our employees about their experiences working at Coupa The Impact of Technical Support Engineer to Coupa As a Technical Support Engineer you will be pivotal in supporting enterprise customers utilizing our cloud-based platform Developing an understanding of how our customers do business and what role our products play in that business you will proficiently handle customer issues and escalations for production environments according to severity levels guidelines In this role you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices You must be willing to work rotational on-call support for weekends 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 Gather and record detailed information from customers to assist in problem identification and resolution exercising independent thinking in trouble-resolution skills and providing 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 Read analyze and comprehend functional documentation in line with Coupa s product releases in addition to keeping up to date on Training through CoupaU and completing all required certifications What You Will Bring to Coupa Must be a fast learner self-motivated and able to work in a fast-paced environment with minimum 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 as well as skills in using XML HTML and other Web technologies is required while an understanding of Web servers Application servers and Databases is preferred 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 as well as a knowledge and understanding of scripts will be an added advantage 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 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