Sr. Technical Support Engineer – Intake and Orchestration

About the role

Coupa is looking for a Senior Technical Support Engineer for its Intake and Orchestration platform (formerly Tonkean). You will help enterprise customers and partners get the most out of the platform, troubleshoot technical issues, guide customers on best practices and act as the customer's voice for the Product and Engineering teams. It is a hands-on, fast-paced role with a structured onboarding and training program.

Key responsibilities

• Provide technical support to enterprise customers and partners via Zoom, Slack and email, meeting internal and customer-facing SLAs
• Troubleshoot Intake and Orchestration 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 the platform to meet customer use cases, propose solutions and flag areas of complexity for team input
• Educate customers on best practices and share their feedback with Product Management
• Create knowledge base articles and internal documentation

Required profile

• 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, including supporting external enterprise customers
• Excellent written and spoken English, with strong attention to detail
• Customer-first mindset, ownership and empathy, able to learn quickly and work independently
• Availability to work 8:00 AM - 5:00 PM Pacific Time, with flexibility for occasional schedule changes

Required skills

• Familiarity with REST APIs, webhooks and tools such as Postman and Jira
• Exposure to or familiarity with Agentic AI workflows

What we offer

• Global well-being perks: two paid wellness days per year, a paid day off on your birthday, 40 hours of paid volunteer time off and an Employee Assistance Program
• Business travel protection
• Referral bonus program
• Location-specific benefits including medical/dental insurance, retirement/pension plans and life or accident protection