Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a âGreat Place to Workâ by the Great Place to Work organization. We deliver âValue as a Serviceâ by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers â" small, medium and large â" have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:1. Ensure Customer Success â" Obsessive and unwavering commitment to making customers successful.2. Focus On Results â" Relentless focus on delivering results through innovation and a bias for action.3. Strive For Excellence â" Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.As an Advanced Support Engineer, you will ensure our Global Support delivery teams get issues to root cause in a timely manner. You will provide additional expertise in troubleshooting issues, and reviewing issues going to Development and Cloud Operations to ensure technical accuracy and contribute to meeting SLTs by providing quick and detailed responses on customer issues. You will enable the Support delivery teams to be more independent in investigating documenting and resolving customer issues by helping support staff build skills in product, systems and domain knowledge.Responsibilities:
Troubleshoot and resolve product issues independently: Review and evaluate support defects and requests in order to resolve the issue or provide direction on the best path to resolution.
Follow recommended Best Practices for ticket quality, troubleshooting, and managing workload via global queues.
Work cases with support staff: Provide instruction and feedback on best practices for documenting issues and creating ADV tickets.
Educate the support staff: Contribute to development of training materials and participate in training sessions for the Support delivery teams in the Americas.
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.
Experience and Requirements
Proficient at using numerous tools on your workbench, including Unix/Linux system tools (SSH, SFTP, GREP, etc), Cloud Monitoring systems (New Relic, ELK, Grafana), Debugging (Airbrake), REST API calls, along with MySQL Console, PHP MyAdmin, OKTA, Atlassian tool suite 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. Minimal travel may be required.
Ideally, you have a bachelor's degree in a relevant technical field along with 4-6 years' experience
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunchesâ¦And much more!As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.Please be advised, inquiries or resumes from recruiters will not be accepted.