Coupa empowers businesses to make smarter, more profitable decisions by leveraging AI and industry-leading total spend management platforms. Our Goal We are seeking a Senior Technical Support Engineer to play a critical role in resolving complex customer issues across Coupa's cloud-based applications by combining deep technical expertise with strong customer engagement skills. This individual will quickly develop subject matter expertise across Coupa's product suite and act as a trusted liaison between support, development, and cloud operations teams. They will leverage a broad toolkit—including Unix/Linux commands, REST APIs, MySQL, cloud monitoring tools, and scripting languages—to troubleshoot, analyze, and resolve high-impact problems. Duties and Responsibilities: - Provide expert technical support to resolve complex customer issues in cloud-based applications while effectively managing expectations. - Rapidly gain deep product knowledge across all Coupa modules and serve as a liaison to development for a key functional area. - Share knowledge daily with peers and customers through documentation, mentorship, and active contribution to the support knowledge base. - Drive resolution of critical customer-impacting issues by leading special projects and collaborating with development and cloud operations. - Develop subject matter expertise in key Coupa domains by understanding customer use cases and the underlying technical platforms. Requirements: - Proficient with a wide range of tools including Unix/Linux commands, cloud monitoring systems (e.g., New Relic, Grafana), REST APIs, MySQL, and Atlassian products like Jira and Confluence. - Skilled in multiple programming and scripting languages (Ruby on Rails, SQL, Bash, XML, etc.) and experienced with cloud platforms like AWS, Azure, and container technologies like Docker. - Demonstrates strong problem-solving skills through root cause analysis, defect evaluation, and implementing database or operational changes to resolve customer issues. - Highly adaptable, self-motivated, and collaborative, with strong communication skills and a willingness to support major incidents and participate in on-call rotations. - Holds a relevant bachelor's degree (or equivalent experience), with 4+ years of technical support or engineering experience and a passion for knowledge sharing.