Technical Support Engineer - 11288

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.