Technical Support Engineer - 11605

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 blog and hear from our employees about their experiences working at Coupa.

The Impact of Technical Support Engineer at Coupa:

We are seeking experienced Technical Support Engineers to join our growing team in Bogota, Colombia. You will work to support enterprise customers on Coupa's cloud-based platform and be part of a global team. This is an excellent opportunity to join a high-growth, global software company where we will help you to expand your technical skill set and develop your career.

The Technical Support Engineer plays a critical role in resolving complex system and customer issues across Coupa's cloud-based Treasury solution by combining deep technical expertise with strong customer engagement skills. You will develop a practical, hands-on knowledge of industry-standard banking architectures. Develop subject matter expertise and acts as a trusted technical liaison between support, development, product management, and cloud operations teams. You will leverage a broad toolkit-including SFTP, New Relic, AWS, MS SQL, REST APIs, and scripting languages- to analyze, troubleshoot, and resolve high-impact problems. Additionally, you will utilize emerging AI and Agentic tools to help streamline technical diagnostics, automate routine support workflows, and enhance issue triage.

In addition to driving resolution, you will contribute to continuous improvement by sharing knowledge and participating in strategic technical projects. Success in this role is measured by resolution time, issue deflection, and the overall customer experience.

What You'll Do

• Troubleshoot and resolve complex 2nd level technical and architectural issues
• Answer advanced 'how to' technical and application configuration questions
• Manage customer expectations and experience in a way that results in high customer satisfaction
• Assist with the creation of detailed technical articles in Coupa's knowledge base for customer and peer use, leveraging AI tools to help validate and improve documentation quality
• Assist with internal ticket escalations, collaborating closely with engineering and operations team

• Quick learner, self-motivated, driven, and able to work in a fast-paced environment
• Committed to providing high-quality customer service
• Technical experience (academic or commercial) in Windows Server, Windows CLI, AWS Hosting, MS SQL, SFTP, and enterprise monitoring solutions
• Fluent in Spanish and English (C1 required); German is advantageous
• The ability to clearly articulate solutions to complex technical problems in a clear and simple way
• 1+ years of experience working directly with external customers in a technical support environment, ideally in an enterprise software or SaaS company
• IT Professional qualifications, or experience working with AI/automation support tools, are advantageous
• Working hours- Monday to Friday. Flexibility is a must in this role, support hours will vary across the week. 2 days on site.
• Please submit your application in English