Technical Support Engineer - BOGOTA 10772 at Coupa Software

Bogotá, Bogota, Colombia

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Software, Procurement, Spend ManagementIndustries

Requirements

3+ years of experience in enterprise-level technical support, ideally in a SaaS or procurement software environment
Strong customer service mindset with the ability to communicate clearly and empathetically
Strong knowledge of Linux/Unix-based systems, basic networking concepts, and application architecture (e.g., web servers, middleware, databases)
Ability to analyze and troubleshoot using tools such as: SQL (for reading data/logs), XML/HTML (for integrations and config files), REST APIs (for basic data validation or testing integrations)
Familiarity with procurement or financial processes (e.g., PO lifecycle, invoicing, 3-way match) is a plus
Excellent documentation skills and experience using ticketing systems like Zendesk, ServiceNow, or Salesforce Service Cloud
Comfortable working in a 24x5 support model, with occasional on-call rotations for weekends or holidays

Responsibilities

Provide second-level techno-functional support across Coupa’s suite of products, including core procurement applications and acquired solutions aligned to your product vertical
Develop a strong understanding of your assigned customers’ business use cases and help them maximize the value of the Coupa platform
Handle escalations and provide regular updates to internal and external stakeholders in alignment with Service Level Agreements (SLAs)
Identify recurring issues and contribute to root cause analysis and continuous improvement efforts
Diagnose and troubleshoot a variety of issues ranging from integration challenges, workflow errors, user configuration problems, to API-related incidents
Collaborate cross-functionally with Product, Engineering, Cloud Operations, and Customer Success teams to ensure high-impact issues are resolved thoroughly and promptly
Contribute to the knowledge base by creating high-quality articles, FAQs, and documentation to help scale support and reduce case volume
Stay up-to-date with the latest Coupa releases and complete all mandatory CoupaU certifications and training programs
Occasionally assist with onboarding support or training sessions for key customers during rollouts or expansions

Skills

Technical Support

Troubleshooting

Procurement Software

Spend Management

Customer Support

Issue Resolution

Case Handling

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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