Technical Support Specialist - 10376

coupa-software-inc-ats-1; Pune District; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Wellness Days

Birthday Off

Volunteer Time Off

EAP

Travel Protection

Referral Bonus

Job summary

Coupa in Pune, India is seeking a Technical Support Specialist with strong SQL and Linux background to help customers and suppliers resolve issues, provide Level 1 support, and contribute to knowledge base.

You will handle emails, chats, and calls, triage incidents, escalate when needed, and collaborate with engineering and operations. Experience with Salesforce is a plus; 1–2 years in customer service expected.

Qualifications

• Must have technical knowledge, mostly SQL database.
• Ability to read databases using SQL queries for troubleshooting.
• Hands-on experience with SQL scripting preferred.
• Reading database tables via queries is an added advantage.
• 1-2 years customer service experience in a fast-paced environment.

Responsibilities

• Manage customer/supplier expectations and experience to drive success.
• Clearly articulate solutions to complex technical problems.
• Assist supplier chat queues and respond to emails within SLA.
• Handle escalations for production environments across severities.
• Process inbound sourcing event related queries and low-severity tasks.
• Work with the wider Support team and contribute to knowledge base.
• Keep up to date with training and certifications via Coupa University.
• Read, analyze, and understand functional documentation with product releases.
• Coordinate with engineering/operations for unresolved issues.

Skills

SQL

CRM (Salesforce)

Linux/Unix

XML/HTML

Customer service

Tools

Salesforce

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 Specialist to Coupa:

What you will do:

• Managing customer/suppliers’ expectations and experience in making them successful.
• Ability to clearly articulate solutions to complex technical problems in a clear and simple way to customers / suppliers.
• Periodically help in the supplier chat queue (answering supplier queries).
• Proficiently handle Email cases and action them within SLA and resolve/action promptly as per the situation.
• Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels.
• Manage inbound Sourcing Event related queries.
• Handle low severity customer tasks.
• Work closely with the wider Support team.
• Create and contribute to the development of knowledge articles in Coupa's knowledge base.
• Keep up to date on training through Coupa University and complete 100% of all required certifications.
• Read, analyse, and comprehend functional documentation in line with Coupa's product releases.
• Managing incoming calls and customer service inquiries.
• Getting cross skilled in different verticals, verify the product vertical and moving those cases to technical support engineers skilled in those specific products.
• Identifying and assessing customers’ needs to help them achieve success.
• Provide Level 1 Support by managing incoming calls for suppliers and customer service inquiries.
• Coupa Supplier Calls - Perform basic troubleshooting and triaging of the calls. You’ll also educate the suppliers of the supplier chat channel that is dedicated to their success.
• Identify and assess customers and suppliers’ needs to make them successful.
• Escalate unresolved issues to appropriate cross-functional teams (e.g. engineering, operations).
• Take on additional projects as needed.
• Experience with a CRM tool such as Salesforce is considered a plus.

What you will bring to Coupa:

• Must have technical Knowledge, Mostly SQL Database.
• Ability to read database using SQL queries and log files thus enabling effective troubleshooting and fast resolution of customer issues.
• Hands-on experience of SQL scripting will be preferred.
• The ability to read database tables using queries will be an added advantage.
• Must be a quick learner, self-motivated, and able to work in a fast-paced environment with minimum 1 to 2 years of customer service experience.
• Possesses excellent written and verbal communication skills at all levels of an organization- internally and externally.
• Hands-on experience to work on multiple chats and email cases and calls.
• Technical background in Linux, Unix and other Operating systems.
• Knowledge of XML, HTML and other Web technologies.
• Experience using CRM and/or issue tracking tools like Salesforce.
• Understanding of Web servers, Application servers and Database (preferred).
• Should have a strong focus on Customer Success.
• Excellent problem-solving and troubleshooting skills with an analytical mindset and creative thinking.
• Team player with excellent collaboration skills.
• Comfortable to be working in a 24x5 environment.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution/tasks.
• Prioritize and manage several open issues at one time.
• Technical understanding/know-how about Linux will be favourable.
• Working and understanding of Cloud technologies will be favourable.
• Must be flexible with work shifts and adaptable to assigned tasks.
• Should demonstrate promptness and competence in a dynamic, fast-paced environment.
• Excellent time management skills are essential.Strong interpersonal skills and a collaborative team spirit are highly valued.

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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