Sr. Technical Support Engineer – Intake and Orchestration - 11929

Coupa Software; Puerto Bogotá; On-site; COP 90,000,000 - 140,000,000; Full time

Benefits offered by this job

Global Wellness Days

BirthdayTime-Off

VolunteerTimeOff (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Referral Bonuses

Job summary

Coupa Software Inc. in Bogotá, Colombia, is hiring a Sr. Technical Support Engineer – Intake and Orchestration to assist enterprise customers and partners, troubleshoot complex issues, and collaborate with Engineering and Product teams.

You will own escalation handling, reproduce issues, and craft clear bug reports, while guiding customers through best practices and service-level expectations. The role emphasizes a customer-first approach in a fast-paced environment.

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. You must have experience supporting external enterprise customers
• 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

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 API integrations and webhooks, and escalate 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 and propose solutions
• Educate customers on Intake and Orchestration best practices and share feedback with Product Management
• Create Intake and Orchestration knowledge base articles and internal documentation

Skills

Technical Support

Customer-facing

Troubleshooting

English Communication

Education

Bachelor's degree or equivalent

Tools

Postman

Jira

REST APIs

Webhooks

Job description

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. Technical Support Engineer – Intake and Orchestration at Coupa:

As a Technical Support Engineer, you will help Coupa's enterprise customers and partners get the most out of our Intake and Orchestration platform (Formerly Tonkean). You will troubleshoot technical issues, guide customers on best practices, and work closely with senior teammates and Engineering to find solutions.

You will also be the voice of the customer for our Product and Engineering teams. This is a hands-on, fast-paced role, and you will start with a structured onboarding and training program to build your confidence with the platform and our support processes.

What You’ll Do

• 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.

What You Will Bring to Coupa

• 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. You must have experience supporting external enterprise customers
• 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

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days:Enjoy two designated, company-wide paid wellness daysoffeach year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together.
• BirthdayTime-Off:Celebrate your day!Coupa provides a paid dayoffon yourbirthdayor another day of your choice within yourbirthdaymonth.
• VolunteerTimeOff(VTO):Giving back is in our DNA.We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about.
• Employee Assistance Program (EAP):Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents.
• Business Travel Protection:Travel with peace of mind.Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel.
• Referral Bonus Program:Share the Coupa experience!Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles.

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

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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