Sr. Technical Support Engineer – Intake and Orchestration - 11929

Job description

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](https://insde.co/uzoy) blog and hear from our employees about their experiences working at Coupa. **The Impact of a Sr. Technical Support Engineer – Intake and Orchestration at Coupa:** As a Technical Support Engineer, you will help Coupa’s enterprise customers and partners get the most out of our Intake and Orchestration platform (Formerly Tonkean). You will troubleshoot technical issues, guide customers on best practices, and work closely with senior teammates and Engineering to find solutions. You will also be the voice of the customer for our Product and Engineering teams. This is a hands-on, fast-paced role, and you will start with a structured onboarding and training program to build your confidence with the platform and our support processes. ### What You’ll Do - Provide technical support to enterprise customers and partners via Zoom, Slack, and email, meeting internal and customer-facing SLAs - Troubleshoot Intake and Orchestration ecosystem issues, including application and data integrations, APIs, and webhooks, and escalate to senior teammates or Engineering when needed. - Reproduce customer issues and file clear, detailed bug reports for Engineering - Configure Intake and Orchestration to meet customer use cases, propose solutions, and flag areas of complexity for team input - Educate customers on Intake and Orchestration best practices and share their feedback with Product Management - Create Intake and Orchestration knowledge base articles and internal documentation. ### What You Will Bring to Coupa - Bachelor's degree or equivalent work experience - 4+ years of experience in technical support, consulting, or a similar customer-facing technical role with strong troubleshooting experience. You must have experience supporting external enterprise customers - Familiarity with REST APIs, webhooks, and tools such as Postman and Jira - Exposure/familiarity with Agentic AI workflows - Excellent English written and verbal communication skills, with strong attention to detail. - A customer-first mindset with ownership, empathy, and the ability to learn quickly in a fast-changing environment and work independently - Availability to work 8:00 AM – 5:00 PM Pacific Time, flexible to occasional schedule changes - **Please submit your resume in English**