Technical Support Engineer - 11288 at coupa

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 a Technical Support Engineer at Coupa: As a Technical Support Engineer, you play a critical role in delivering a world-class support experience for Japanese enterprise customers leveraging Coupa’s industry-leading procurement and spend management platform. You will be part of a dynamic global team focused on resolving critical / urgent issues, sharing knowledge, and driving customer success. In this role, you will leverage a curious and sharp technical acumen to provide Japanese customers with expert guidance on best practices. Your primary focus will be direct customer support, ticket handling and issue resolution. You will be customer facing and work closely with technical and nontechnical stakeholders to troubleshoot and resolve second-line support requests in a timely and effective manner. What You’ll Do • Provide second-level techno-functional support for critical / urgent tickets across Coupa’s suite of products, including core procurement applications and acquired solutions aligned to your product vertical. • Proficiently handle customer issues and escalations for production environments within guidelines across ticket Severity levels. • Gather and record detailed information from customers to assist in problem identification and resolution, exercise independent thinking in trouble-resolution skills. • 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 Targets (SLTs). • 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 incoming ticket 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. What You Will Bring to Coupa • Must be a fast learner, self-motivated, and able to work in a fast-paced environment. • At-least 3 years of Enterprise level technical support experience, ideally in a SaaS or procurement software environment. Should have worked at length / interacted with Japanese customers. • Possess excellent verbal and written communication skills in English and Japanese languages at all levels of an organization, internally and externally. Should be able to articulate / interact in the Japanese language with ease and confidence. • Strong customer service mindset with the ability to communicate clearly and empathetically. Should understand and be conversant with the Japanese work culture and customs. • 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 will be an added advantage. • Good to have working knowledge of Coupa’s suite of products. • Excellent documentation skills. Experience using ticketing systems like Zendesk, ServiceNow, or Salesforce Service Cloud will be expected. • Comfortable working in a 24x5 schedule, with occasional on-call rotations for weekends or public holidays. 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. By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.