Technical Support Engineer - 10410

coupa-software-inc-ats-1; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off

Employee Assistance Program

Business Travel Protection

Referral Bonus Program

Job summary

Coupa is seeking a Technical Support Engineer to support enterprise customers on our cloud platform. You will handle escalations, troubleshoot production environments, and guide customers on best practices. You will work with multiple teams to ensure high satisfaction and contribute to knowledge bases.

Ideal candidates have 5–7 years in enterprise support, strong communication, and a solid tech background in Linux/Unix, XML/HTML, and SQL. Weekend on-call rotation is expected.

Qualifications

• 5–7 years of enterprise support experience.
• Excellent written and verbal communication at all levels.
• Technical background in Linux/Unix and web technologies (XML/HTML).
• Ability to read database tables using SQL queries and log files for troubleshooting.
• Understanding of the Procurement domain.

Responsibilities

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

Skills

Technical support

Linux/Unix

SQL queries

Web technologies

Customer communication

On-call rotation

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.

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