Senior Tech Support Engineer, Intake & Orchestration

Coupa Software Incorporated; Bogotá; Hybrid; COP 132,171,000 - 207,697,000; Full time

Benefits offered by this job

Global wellness days

BirthdayTime-Off

VolunteerTimeOff (VTO)

Employee Assistance Program (EAP)

Travel protection

Referral bonus program

Job summary

Coupa Software Incorporated is seeking a Sr. Technical Support Engineer - Intake and Orchestration to help enterprise customers leverage the Intake and Orchestration platform.

You will troubleshoot complex issues, guide customers on best practices, and collaborate with senior engineers and Product teams to implement solutions. You will be the voice of the customer, participate in onboarding, and contribute to knowledge base content.

Qualifications

• Bachelor's degree or equivalent work experience.
• 4+ years of experience in technical support, consulting, or a similar customer-facing technical role with strong troubleshooting experience.
• Familiarity with REST APIs, webhooks, and tools such as Postman and Jira.
• Exposure/familiarity with Agentic AI workflows.
• Excellent English written and verbal communication skills, with strong attention to detail.
• A customer-first mindset with ownership, empathy, and the ability to learn quickly in a fast-changing environment and work independently.
• Availability to work 8:00 AM - 5:00 PM Pacific Time, flexible to occasional schedule changes.
• Please submit your resume in English.

Responsibilities

• Provide technical support to enterprise customers and partners via Zoom, Slack, and email, meeting internal and customer-facing SLAs.
• Troubleshoot Intake and Orchestration ecosystem issues, including application and data integrations, APIs, and webhooks, and elevate to senior teammates or Engineering when needed.
• Reproduce customer issues and file clear, detailed bug reports for Engineering.
• Configure Intake and Orchestration to meet customer use cases, propose solutions, and flag areas of complexity for team input.
• Educate customers on Intake and Orchestration best practices and share their feedback with Product Management.
• Create Intake and Orchestration knowledge base articles and internal documentation.

Skills

Customer-facing experience

English communication

Troubleshooting

Ownership & empathy

Agentic AI workflows

Education

Bachelor's degree or equivalent

Tools

Postman

Jira

REST APIs

Webhooks

Job description

Coupa Software Incorporated is seeking a Sr. Technical Support Engineer - Intake and Orchestration to help enterprise customers leverage the Intake and Orchestration platform.

You will troubleshoot complex issues, guide customers on best practices, and collaborate with senior engineers and Product teams to implement solutions. You will be the voice of the customer, participate in onboarding, and contribute to knowledge base content.