Manager, Technical Support - 11750

Role Summary

The Impact of a Manager, Technical Support at Coupa

As a Technical Support Manager at Coupa, you will lead and empower our Japan-based support engineering team, driving daily support operations and maintaining excellence across key global performance metrics. In this crucial role, you will act as a pivotal link between customer support and cross-functional teams, swiftly navigating critical customer escalations and advocating for our clients' needs. By optimizing operational workflows, coaching high-performing engineers, and fostering seamless global collaboration, you will safeguard customer success and ensure the reliable execution of our SaaS solutions across the region.

Responsibilities

• Manage a team of support engineers that are located in Japan.
• Partner with key internal constituents on behalf of the customer.
• Manage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.
• Manage support level and customer success metrics; ensure the support SLAs are being met and exceeded.
• Manage a team of highly skilled engineers to handle daily case volume and major customer escalations.
• Hire, develop and evaluate personnel to ensure an efficient business operation.
• Coordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.
• Manage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.
• Conduct regular 1: 1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills.
• Receive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.
• Identify and implement changes to methods, processes, systems and technologies to improve operational metrics.
• Ensure team has access to tools, methodologies and any resources needed.
• Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
• Have a working knowledge of managing in a SaaS environment.

What You Will Bring to Coupa

• Bachelor’s degree in Computer Science or Business Management with technical focus.
• 5+ years experience working in critical support operations.
• 4+ years in support management or support operations lead position, ideally managing developer support resources.
• Outstanding written and verbal communication skills.
• Experience supporting global customers.
• Knowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity.
• Ability to manage a team of engineers through technical escalations efficiently and appropriately.
• Ability to effectively work within tight schedules and fast paced environment.
• Ability to attract, hire and retain high-performing support professionals.
• Ability to be creative and innovative. Discover and lead projects where value can be added to a global organization.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together .
• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .
• Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about .
• Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents .
• Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel .
• Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles .

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.

Please be advised that inquiries or resumes from recruiters will not be accepted.

By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.

About the Company

Why join Coupa?

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

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Joining the team as a Sr. Lead Network Development Engineer, will provide you the opportunity to make a huge impact and take your career to the next level. You will bring an automation-first approach to your day-to-day activities, architecting solutions for a massive-scale cloud networking infrastructure through code and have a strong sense of service ownership and accountability. You will be supported through in-house training and certification on our Coupa University platform and through subscriptions with leading learning partners.

Coupa operates an open and autonomous work culture, where employees are challenged and critical thinking is encouraged. We operate an inverted organization structure, meaning we support our employees, not manage them. This is core to our culture and we do everything we can to foster an entrepreneurial spirit within our team as we strive for personal and organizational excellence.