Technical Support Manager, Japan — Lead Global Team

Coupa Software Inc.; Xico; Sur place; MXN 1 105 000 - 1 548 000; Plein temps

Avantages offerts par ce poste

Wellness days

Birthday time-off

Volunteer time off

Employee Assistance Program

Travel protection

Referral bonuses

Résumé du poste

Coupa Software Inc. is seeking a Technical Support Manager to lead the Japan-based support engineering team, driving daily operations and maintaining top global performance metrics for our SaaS platform.

You will coach engineers, navigate critical escalations, and collaborate with cross-functional partners to ensure premier customer success across the region.

The role requires strong leadership, technical acumen, and experience in SaaS support with global customers.

Qualifications

• Bachelor’s degree in Computer Science or Business Management with technical focus.
• 5+ years experience in critical support operations.
• 4+ years in a support management or operations lead role, ideally overseeing developer support.

Responsabilités

• Lead a team of Japan-based support engineers and drive daily operations.
• Manage performance, schedules, case routing, and coverage; coordinate hiring.
• Oversee support levels and customer success metrics; meet and exceed SLAs.
• Coach engineers and handle major escalations to safeguard customer success.
• Collaborate with product management and other teams to address issues.
• Conduct regular 1:1s and formal reviews to track progress and development.
• Identify opportunities to improve processes and tools to boost metrics.
• Ensure access to tools, methodologies, and resources for the team.

Connaissances

Team leadership

Global support

Communication

Escalation management

SDLC knowledge

Hiring

Coaching

Resource coordination

Formation

Bachelor’s degree in Computer Science or Business Management with technical focus

Description du poste

Coupa Software Inc. is seeking a Technical Support Manager to lead the Japan-based support engineering team, driving daily operations and maintaining top global performance metrics for our SaaS platform.

You will coach engineers, navigate critical escalations, and collaborate with cross-functional partners to ensure premier customer success across the region.

The role requires strong leadership, technical acumen, and experience in SaaS support with global customers.