Customer Care Engineer, Reno

Do you want to work for a company that has been named one of The Wall Street Journal top 50 startups and one of the 25 top start ups to bet your career on by Business Insider? Coupa is building a world-class company of experienced professionals and we could be looking for you. 

 

 

Coupa’s mission is to empower organizations to spend smarter and save money through broad adoption and use of innovative, easy to use, fast to implement, and cost-effective cloud spend management applications. Coupa’s spend management solution uses cutting edge Ruby on Rails software hosted on the Amazon cloud – the Coupa Cloud.

 

We are looking for a Customer Success Engineer in our Reno Nevada office to provide customer care and support to Coupa customers. Responsibilities for this role include interfacing (phone/email/web/chat) directly with Coupa customers to clearly define and understand the issues they are reporting and how they impact their business operations.  The successful candidate will have strong technical aptitude, enjoy researching issues and solving problems, be a team player, and love working with customers. 

 

The key personality traits that we are looking for are: self-motivated, customer focused, strong desire to learn, can-do attitude, tenacity to solve problems, team player, and results driven.

 

Responsibilities include:

 

  • Providing technical support during implementation and post go live.
  • Provides regular updates to customer as needed until case is resolved
  • Escalates as needed to Engineering for further troubleshooting or bug resolution
  • Documents all case details, including root cause resolution of reported problems
  • Manages customer escalations, reviewing issues and trends with partners and customers, enabling them to optimize their solution
  • Performs other duties as assigned
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  • Requirements:

  • College degree in Computer Science or equivalent
  • 3 - 5+ years of professional experience
  • Excellent written and verbal communication skills
  • Understanding of SQL
  • Understanding and ability to read and debug code and log files
  • Understanding of XML
  • Ability to participate in on-call rotation for after-hours emergencies is a must
  • Experience in SaaS (Software-as-a-Service) is a plus
  • Experience in Customer Facing role is a plus
  • Experience in procurement is a plus
  • Experience in project management is a plus
  • Bilingual (English and Spanish) is a plus
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    If interested, please contact Natalie Cedeno, Director of Human Resources for additional information or assistance at careers@coupa.com or 650-539-3872.