Technical Support Specialist - 10382

coupa-software-inc-ats-1; Pune District; Vor Ort; INR 700.000 - 1.100.000; Vollzeit

Benefits dieser Stelle

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Travel protection

Zusammenfassung

Coupa is seeking a Technical Support Specialist to support our cloud-based enterprise platform for global customers. You will deliver expert guidance, troubleshoot complex issues, and work with cross-functional teams to ensure customer success.

The role requires 2–5 years in enterprise support, strong English communication, and a technical background in Linux/Unix plus SQL. Willingness to work in a 24x5 environment including on-call weekends is expected.

Qualifikationen

• Fluent English; strong written and verbal communication.
• Technical background in Linux/Unix operating systems.
• Ability to read database tables using SQL queries and log files for troubleshooting.
• Knowledge of XML, HTML and web technologies.
• Experience with Power Apps and related products is a plus.

Aufgaben

• Provide second level of techno-functional support on Coupa enterprise solution and related products.
• Understand customers' business processes and the role of our products.
• Handle customer issues and escalations for production environments across severity levels.
• Gather detailed information from customers to assist in problem identification and resolution.
• Provide case status and next steps per service level targets.
• Collaborate with Integrations, Operations, Engineering and Customer Success teams to ensure satisfaction.
• Create and contribute to knowledge base articles; keep training up to date.

Kenntnisse

English fluency

Linux/Unix

SQL scripting

XML/HTML

Web technologies

Troubleshooting

On-call support

Tools

Power Apps

Jobbeschreibung

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 at Coupa:

As a Technical Support Specialist, you will be pivotal in supporting enterprise customers utilizing our cloud-based platform, contributing to a dynamic global team dedicated to exceeding customer expectations and fostering their success.

In this role, you will leverage a curious and sharp technical acumen to provide customers with expert guidance on best practices.

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
• Develop an understanding of how our customers do business and what role our products play in that business
• Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels
• Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skills
• Provide 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
• Keep up to date on training through CoupaU and complete 100% of all required certifications
• Read, analyze, and comprehend functional documentation in line with Coupa's product releases

What You Will Bring to Coupa:

• Must be a fast learner, self-motivated, and able to work in a fast-paced environment with at-least 2 to 5 years of Enterprise support experience
• Possesses excellent written and verbal communication skills at all levels of an organisation, internally and externally
• Fluency in English is a pre-requsitie
• Technical background in Linux, Unix and other Operating Systems
• Knowledge of XML, HTML and other Web technologies
• Ability to read database tables using SQL queries, and log files thus enabling effective
• troubleshooting and fast resolution of customer issues
• Understanding of Web servers, Application servers and Databases (preferred)
• Hands-on experience of SQL scripting will be preferred
• Understanding of the Procurement domain will be an added advantage
• Willing to work in a 24x5 environment including On-call support for weekends

#LI-ML1

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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