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Sr. Technical Support Engineer at Coupa Software Inc (Ats) · Katori

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 Senior Technical Support Engineer to Coupa:

The Senior Technical Support Engineer plays a critical role in resolving complex customer issues across Coupa’s cloud-based applications by combining deep technical expertise with strong customer engagement skills. This individual quickly develops subject matter expertise across Coupa’s product suite and acts as a trusted liaison between support, development, and cloud operations teams. They leverage a broad toolkit—including Unix/Linux commands, REST APIs, MySQL, cloud monitoring tools, and scripting languages—to troubleshoot, analyze, and resolve high-impact problems. In addition to driving resolution, they contribute to continuous improvement by sharing knowledge, mentoring peers, and participating in strategic projects. Success in this role is measured by resolution time, issue deflection, and the overall customer experience.

What You Will Do:

Provide expert technical support to resolve complex customer issues in cloud-based applications while effectively managing expectations.
Rapidly gain deep product knowledge across all Coupa modules and serve as a liaison to development for a key functional area.
Share knowledge daily with peers and customers through documentation, mentorship, and active contribution to the support knowledge base.
Drive resolution of critical customer-impacting issues by leading special projects and collaborating with development and cloud operations.
Develop subject matter expertise in key Coupa domains by understanding customer use cases and the underlying technical platforms.

What You Will Bring To Coupa:

Proficient with a wide range of tools including Unix/Linux commands, cloud monitoring systems (e.g., New Relic, Grafana), REST APIs, MySQL, and Atlassian products like Jira and Confluence.
Skilled in multiple programming and scripting languages (Ruby on Rails, SQL, Bash, XML, etc.) and experienced with cloud platforms like AWS, Azure, and container technologies like Docker.
Demonstrates strong problem-solving skills through root cause analysis, defect evaluation, and implementing database or operational changes to resolve customer issues.
Highly adaptable, self-motivated, and collaborative, with strong communication skills and a willingness to support major incidents and participate in on-call rotations.
Holds a relevant bachelor’s degree (or equivalent experience), with 4+ years of technical support or engineering experience and a passion for knowledge sharing.

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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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