Senior Technical Support Engineer - BOGOTA

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. 

What You'll Do:

• Provide a path to resolution for complex customer facing issue with your technical expertise in triaging cloud based applications while managing customer expectations
• Rapidly become an expert on all Coupa product areas and also act as the technical support liaison to development for one particular functional component
• Share the new insights you learn each day with the team, all support colleagues, and document that information in our knowledge base for customers, partners, and suppliers and, in time, act as a mentor to others
• Influence development and cloud operations via special projects which you will drive customer critical experience issues to resolution
• Gain an understanding of customer use cases in procurement, sourcing, expense, contract management, inventory management, supplier management, and business analytics along with the underlying application and technical platforms which support them with the vision to become a subject matter expert in one area
• We will success in this role by time to resolution, deflection of issues from support and our customer’s experience
• Active participation in knowledge sharing processes, per team-specific targets

What You Will Bring to Coupa:

• Highly proficient at using numerous tools on your workbench, including Unix/Linux system tools (SSH, SFTP, GREP, etc), Cloud Monitoring systems (New Relic, Rightscale, ELK, Grafana), Database monitoring (Innotop), Debugging (Airbrake), REST API calls, along with MySQL Console, PHPMyAdmin, OKTA, Atlassian tool suite (Jira, Confluence, Hipchat) and our Coupa internal control system (Control Next)
• Apply your knowledge of both system and application programming by using Ruby on Rails, SQL, Bash scripts, XML, cXML, XSLT, DOM, HTML, SAML among others and how these work with Amazon Web Services, Microsoft Azure, Docker, web servers, application servers, and databases.
• Must be fast learner, self-motivated, agile and receptive to constructive feedback. Able to manage multiple issues simultaneously and communicate effectively. English language fluency is a must and fluency in a secondary language would be amazing. Willingness to help during major incidents on shift as well as participate in an on-call rotation is part of the job. Minimal travel may be required.
• Key activities include: review and evaluate support defects; Create, test, and verify functionality to provide relief to customer impacting issues via database changes; Handle or review operational changes to a customer's environment; Discover the root cause of issue as needed and collaborate on the quickest path to resolution
• Ideally, you have a bachelors degree or equivalent, relevant technical field along with 4-6 years experience
• Preferred: Strong written communication skills and experience contributing to knowledge sharing

#LI-HYBRID

#LI-MH2

At Coupa, 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. 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. 

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.