Technical Support Engineer, Advanced - 10121

coupa-software-inc-ats-1; Pune District; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Referral Bonus Program

Job summary

Coupa is seeking an Advanced Technical Support Engineer to ensure Global Support delivery teams reach root cause quickly and to review issues for technical accuracy. You will enable teams to investigate and resolve customer issues while building product, systems, and domain knowledge.

You will work with Unix/Linux tools, REST APIs, and various monitoring and database technologies. Some travel may be required as part of global support delivery.

Qualifications

• Bachelor's degree in a relevant technical field and 4–6 years’ experience (preferred).
• Fast learner, self-motivated, agile and receptive to feedback.
• Able to manage multiple issues simultaneously with effective communication.
• Minimal travel may be required.

Responsibilities

• Troubleshoot and resolve product issues independently.
• Follow Best Practices for ticket quality, troubleshooting, and workload management.
• Work cases with support staff; provide instruction on documenting issues and creating ADV tickets.
• Educate support staff; contribute to training materials and sessions for the Americas.
• Develop subject matter expertise in procurement, sourcing, expense, contract management, inventory management, supplier management, and business analytics.

Skills

Unix/Linux system knowledge

Fast learner

Communication

Troubleshooting

Ruby on Rails

SQL

Bash scripting

XML

HTML

SAML

Education

Bachelor's degree in a relevant technical field

Tools

New Relic

ELK

Grafana

Airbrake

MySQL Console

PHPMyAdmin

OKTA

Atlassian tools

Control Next

AWS

Azure

Docker

web servers

application servers

databases

S/SSH/SFTP/GREP

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 Technical Support Engineer, Advanced to Coupa:

As an Advanced Support Engineer, you will ensure our Global Support delivery teams get issues to root cause in a timely manner. You will provide additional expertise in troubleshooting issues, and reviewing issues going to Development and Cloud Operations to ensure technical accuracy and contribute to meeting SLTs by providing quick and detailed responses on customer issues. You will enable the Support delivery teams to be more independent in investigating documenting and resolving customer issues by helping support staff build skills in product, systems and domain knowledge.

What You'll Do:

• Troubleshoot and resolve product issues independently: Review and evaluate support defects and requests in order to resolve the issue or provide direction on the best path to resolution.
• Follow recommended Best Practices for ticket quality, troubleshooting, and managing workload via global queues.
• Work cases with support staff: Provide instruction and feedback on best practices for documenting issues and creating ADV tickets.
• Educate the support staff: Contribute to development of training materials and participate in training sessions for the Support delivery teams in the Americas.
• Gain an understanding of customer use cases in procurement, sourcing, expense, contract management, inventory management, supplier management, and business analytics along with the underlying application and technical platforms which support them with the vision to become a subject matter expert in one area.

What You Will Bring to Coupa:

• Proficient at using numerous tools on your workbench, including Unix/Linux system tools (SSH, SFTP, GREP, etc), Cloud Monitoring systems (New Relic, ELK, Grafana), Debugging (Airbrake), REST API calls, along with MySQL Console, PHPMyAdmin, OKTA, Atlassian tool suite and our Coupa internal control system (Control Next)
• Apply your knowledge of both system and application programming by using Ruby on Rails, SQL, Bash scripts, XML, cXML, XSLT, DOM, HTML, SAML among others and how these work with Amazon Web Services, Microsoft Azure, Docker, web servers, application servers, and databases.
• Must be fast learner, self-motivated, agile and receptive to constructive feedback. Able to manage multiple issues simultaneously and communicate effectively. Minimal travel may be required.
• Ideally, you have a bachelor's degree in a relevant technical field along with 4-6 years’ experience

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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