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.

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.****

Technical Support Engineer

Key skills