Technical Support Engineer, Advanced - 10121

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.

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, PHPMyAdmin, 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