Technical Support Engineer, Advanced - 10121

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. 

The Impact of a Technical Support Engineer, Advanced to Coupa:

As an Advanced Support Engineer, you will ensure our Global Support delivery teams get issues to root cause in a timely manner. You will provide additional expertise in troubleshooting issues, and reviewing issues going to Development and Cloud Operations to ensure technical accuracy and contribute to meeting SLTs by providing quick and detailed responses on customer issues. You will enable the Support delivery teams to be more independent in investigating documenting and resolving customer issues by helping support staff build skills in product, systems and domain knowledge.

What You'll Do:

• Troubleshoot and resolve product issues independently:  Review and evaluate support defects and requests in order to resolve the issue or provide direction on the best path to resolution.
• Follow recommended Best Practices for ticket quality, troubleshooting, and managing workload via global queues. 
• Work cases with support staff:  Provide instruction and feedback on best practices for documenting issues and creating ADV tickets.
• Educate the support staff:  Contribute to development of training materials and participate in training sessions for the Support delivery teams in the Americas.
• Gain an understanding of customer use cases in procurement, sourcing, expense, contract management, inventory management, supplier management, and business analytics along with the underlying application and technical platforms which support them with the vision to become a subject matter expert in one area.

What You Will Bring to Coupa:

• Proficient at using numerous tools on your workbench, including Unix/Linux system tools  (SSH, SFTP, GREP, etc), Cloud Monitoring systems (New Relic, ELK, Grafana), Debugging (Airbrake), REST API calls, along with MySQL Console, PHPMyAdmin, OKTA, Atlassian tool suite and our Coupa internal control system (Control Next)
• Apply your knowledge of both system and application programming by using Ruby on Rails, SQL, Bash scripts, XML, cXML, XSLT, DOM, HTML, SAML among others and how these work with Amazon Web Services, Microsoft Azure, Docker, web servers, application servers, and databases.
• Must be fast learner, self-motivated, agile and receptive to constructive feedback.  Able to manage multiple issues simultaneously and communicate effectively.  Minimal travel may be required.
• Ideally, you have a bachelor’s degree in a relevant technical field along with 4-6 years’ experience

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.