Technical Support Engineer

As a Technical Support Engineer at Coupa, you will play a crucial role in providing support to enterprise customers utilizing the cloud-based platform. Your expertise will contribute to a global team dedicated to exceeding customer expectations and ensuring their success. You will have the opportunity to leverage your technical acumen to offer expert guidance on best practices to customers. **Key Responsibilities:** - Provide second level of techno-functional support on Coupa enterprise solution, including power apps and acquired products, and demonstrate a deep understanding of the associated business processes - Handle customer issues and escalations for production environments across Severity levels, ensuring timely resolution - Gather detailed information from customers to aid in problem identification and resolution, applying independent thinking in troubleshooting - Communicate case status and next steps to customers and management in alignment with Service Level Targets - Collaborate with various business units, such as Integration, Operations, Engineering, and Customer Success, to ensure high customer satisfaction levels - Contribute to the development of knowledge articles in the company's knowledgebase - Stay updated on training through CoupaU and complete all required certifications - Read and comprehend functional documentation related to Coupa's product releases **Qualifications Required:** - Fast learner with 4 to 6 years of Enterprise support experience - Excellent written and verbal communication skills across all levels of an organization - Technical background in Linux, Unix, and other Operating Systems - Proficiency in using XML, HTML, and other Web technologies - Ability to read database tables using SQL queries and analyze log files for effective troubleshooting - Understanding of the Procurement domain is an advantage - Familiarity with Web servers, Application servers, and Databases is preferred - Knowledge of scripting is a plus - Willingness to work in a 24x5 environment, including On-call support for weekends Please note that Coupa is committed to maintaining an inclusive and welcoming work environment that upholds equal opportunity principles. Fair decisions are made regarding hiring, compensation, training, and performance evaluation. The company provides equal employment opportunities to all qualified candidates and employees. Submitting your application indicates your acknowledgment of Coupa's Privacy Policy. By doing so, you consent to Coupa receiving and collecting your application, including personal data, for ongoing recruitment and employment purposes. You can find more details about data processing, the purposes involved, and retention periods in the Privacy Policy.,