Technical Support Engineer - 10416 at Coupa Software

Pune, Maharashtra, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, SaaSIndustries

Requirements

Minimum 5 to 7 years of Enterprise support experience
Fast learner, self-motivated, and able to work in a fast-paced environment
Excellent written and verbal communication skills at all levels of an organization, internally and externally
Technical background in Linux, Unix, and other Operating Systems
Skills in using XML, HTML, and other Web technologies
Understanding of Web servers, Application servers, and Databases (preferred)
Ability to read database tables using SQL queries and log files for effective troubleshooting
Willingness to work rotational on-call support for weekends
Understanding of the Procurement domain (added advantage)
Knowledge and understanding of scripts (added advantage)
Complete all required certifications through CoupaU

Responsibilities

Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products assigned to the product vertical) and associated business understanding
Gather and record detailed information from customers to assist in problem identification and resolution
Exercise independent thinking in trouble-resolution skills and provide case status and next steps to the customer and management according to Support offerings Service Level Targets
Handle customer issues and escalations for production environments according to severity levels guidelines
Work with other business units, including the Integration team, Operations, Engineering, and Customer Success, as required to ensure strong customer satisfaction
Create and contribute to the development of knowledge articles in Coupa’s knowledge base
Read, analyze, and comprehend functional documentation in line with Coupa’s product releases
Keep up to date on Training through CoupaU

Skills

Key technologies and capabilities for this role

Technical SupportCloud PlatformsTroubleshootingCustomer EscalationsPower AppsEnterprise SoftwareProblem IdentificationOn-Call Support

Questions & Answers

Common questions about this position

What experience level is required for this Technical Support Engineer role?

Minimum 5 to 7 years of Enterprise support experience is required, along with the ability to work in a fast-paced environment as a fast learner and self-motivated individual.

What technical skills are needed for this position?

A technical background in Linux, Unix, and other Operating Systems is required.

What is the company culture like at Coupa?

Coupa has a collaborative culture driven by transparency, openness, and a shared commitment to excellence, valuing collaboration and teamwork.

Is there an on-call requirement for this role?

Yes, you must be willing to work rotational on-call support for weekends.

What communication skills are important for this position?

Excellent written and verbal communication skills at all levels of an organization, internally and externally, are required.

Coupa Software

Cloud-based spend management and procurement solutions

About Coupa Software

Coupa Software provides a cloud-based platform for spend management and procurement solutions. Its suite of tools helps businesses manage their expenditures by integrating procurement, invoicing, and expense management into one system. This integration reduces inefficiencies that occur when these processes are handled separately. Coupa serves a wide range of clients, from large enterprises to mid-sized companies, across various industries. The company operates on a subscription-based model, allowing clients to pay a recurring fee for access to its tools, which can be scaled as needed. Coupa differentiates itself from competitors by offering a user-friendly interface that resembles online shopping, promoting high user adoption and satisfaction. The goal of Coupa Software is to help businesses control costs and improve financial efficiency through its comprehensive platform.

San Mateo, CaliforniaHeadquarters

2006Year Founded

$164.4MTotal Funding

IPOCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

Insurance Package

Family Support

Legal Assistance

Student Loan Assistance

Employee Assistance

Discounts

Risks

Rising AI model costs could impact Coupa's pricing strategy and competitiveness.

Increased competition from AI-integrated procurement solutions may challenge Coupa's market position.

Security and trust in digital payments require continuous enhancements to avoid reputational damage.

Differentiation

Coupa integrates procurement, invoicing, and expense management into a single cloud-based platform.

The company offers a user-friendly interface that mimics online shopping for high adoption rates.

Coupa's robust data set of over $7 trillion in spend enhances decision-making capabilities.

Upsides

AI-driven procurement solutions are gaining traction, enhancing efficiency and decision-making.

Coupa's focus on supply chain visibility earned it a 2024 Top Software & Tech Award.

The shift in procurement to a strategic growth lever aligns with Coupa's comprehensive solutions.

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