Technical Support Engineer
Pune, India
Services – Support /
Mid Level /
On-site
Coupa makes companies operate smarter and grow faster. Our leading AI-driven platform connects and optimizes sourcing, purchasing, supply chains, and financial management. More than 3,000 global organizations large and small trust Coupa to transform operating margins, increase efficiencies and growth, optimize cash, and reduce risk.
What you will do:
- Provide second level of techno-functional support on Coupa enterprise solution (including power apps and acquired products that are assigned to the product vertical) and associated business understanding.
- Develop an understanding of how our customers do business and what role our products play in that business.
- Proficiently handles customer issues and escalations for production environments within guidelines across Severity levels.
- Gathers and records detailed information from customers to assist in problem identification and resolution, exercises independent thinking in trouble-resolution skills.
- Provide case status and next steps to the customer and management according to Support offerings Service Level Targets.
- Work with other business units, including the Integration team, Operations, Engineering and Customer Success, as required ensuring strong customer satisfaction.
- Create and contribute to the development of knowledge articles in Coupa’s knowledgebase.
- Keep up to date on Training through CoupaU and complete 100% of all required certifications.
- Read, analyze, and comprehend functional documentation in line with Coupa’s product releases
What you will bring to Coupa:
- Must be a fast learner, self-motivated, and able to work in a fast-paced environment with at-least 5 to 7 years of Enterprise support experience.
- Possesses excellent written and verbal communication skills at all levels of an organization, internally and externally.
- Technical background in Linux, Unix and other Operating Systems.
- Skilled in using XML, HTML and other Web technologies.
- Ability to read database tables using SQL queries, and log files thus enabling effective troubleshooting and fast resolution of customer issues.
- Understanding the Procurement domain will be an added advantage.
- Understanding of Web servers, Application servers and Databases (preferred).
- Knowledge and understanding of scripts will be an added advantage.
- Willing to work in a 24x5 environment including On-call support for weekends.
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At Coupa, we’re building a great company that is laser-focused on three core values: ensuring customer success with an obsessive and unwavering commitment to making customers successful, focusing on results with a relentless focus on delivering results through innovation and having a bias for action, and striving for excellence with our commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
At Coupa, we have a solid and innovative team dedicated to improving the spend management processes of today's dynamic businesses. We celebrate diversity and recognize its value to our customers and employees. Coupa is proud to be an equal-opportunity workplace and affirmative-action employer. Learn more about our commitment to fostering diversity, equity and inclusion at Coupa here. All qualified applicants will receive consideration for employment regardless of age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.
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