Technical Support Engineer - 10381

coupa-software-inc-ats-1; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Travel Protection

Job summary

Coupa is seeking a Technical Support Engineer to back enterprise customers on our cloud-based platform. You will diagnose and resolve production issues, handle escalations, and guide customers on best practices with a strong technical foundation.

You will contribute to knowledge bases, learn from documentation and training, and participate in on-call weekend rotations. A fast-paced environment awaits, with collaboration across engineering, operations and customer success to achieve high customer

Qualifications

• 5–7 years of enterprise support experience.
• Excellent written and verbal communication at all levels.
• Technical background in Linux/Unix and Web technologies.
• Ability to read database tables using SQL queries for troubleshooting.
• Understanding of Procurement domain is a plus.

Responsibilities

• Provide second-level techno-functional support for Coupa enterprise solution and related products.
• Gather and record detailed information from customers to aid in problem identification and resolution.
• Collaborate with Integration, Operations, Engineering and Customer Success to ensure customer satisfaction.
• Create and contribute to knowledge articles in Coupa's knowledge base.
• Read, analyze, and keep up-to-date with functional documentation and training materials.

Skills

Enterprise support

Communication skills

Linux/Unix

XML/HTML/Web tech

SQL queries

Procurement domain

Tools

Power Apps

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 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

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 days off each 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.
• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month.
• Volunteer Time Off (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.

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.