Technical Support Engineer

This job was posted over 30 days ago, so it has most likely closed. See newer jobs like it.

Written by AI from the job title and company, not by Coupa Software, so some details may not match this job. The employer's own page has the real description.

Overview

The Technical Support Engineer at Coupa Software plays a pivotal role in ensuring seamless operation and performance of our software solutions. The ideal candidate will be responsible for diagnosing and resolving customer issues, providing exceptional technical support, and collaborating across teams to enhance product functionality. This role requires a strong technical foundation, excellent interpersonal skills, and a proactive approach to client relations, all aimed at fostering customer satisfaction and engagement.

Job Responsibilities

• Provide timely and effective technical support to customers via various communication channels, including email, phone, and support ticket systems.
• Diagnose and troubleshoot software issues while documenting resolutions in a knowledge base.
• Collaborate with engineering, product management, and sales teams to relay customer feedback and drive improvements in product features.
• Assist customers in understanding software functionality and best practices for optimal usage.
• Participate in training sessions for customers to enhance their experience with our solutions.
• Manage and prioritize multiple support tickets and customer requests to ensure timely resolution.
• Stay up-to-date with product enhancements and industry trends to provide informed support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2 years of experience in technical support or a related role within a software environment.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Proficient in SQL and understanding of APIs and integration methodologies.
• Excellent communication skills, both written and verbal, with a customer-centric attitude.
• Ability to work effectively under pressure and manage multiple priorities.
• Experience with CRM software and helpdesk tools is a plus.

Technologies & Tools

The Technical Support Engineer will work with a variety of technologies and tools including SQL databases, API interfaces, integrated software platforms, CRM systems, and ticket management tools. Familiarity with cloud-based solutions and enterprise resource planning (ERP) systems will also be essential for success in this role.

Ideal Candidates

Successful candidates for the Technical Support Engineer position at Coupa Software are those who possess a passion for providing exceptional customer service and have a keen interest in technology. They are characterized by their analytical thinking, ability to quickly grasp complex concepts, and willingness to go the extra mile to ensure customer satisfaction. A collaborative spirit and strong interpersonal skills are vital, as the role demands interaction with diverse teams and clients. Adaptability and a positive attitude toward continuous learning and improvement are also essential traits.