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 integral 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.
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 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.
Manage a team of support engineers that are located in Japan.
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.
Collaborate closely with peer managers as part of a global team to ensure regional goals are met.
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.
~ Experience supporting global customers.
~ Knowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity.
~ Ability to attract, hire and retain high-performing support professionals.
~ Discover and lead projects where value can be added to a global organization.

¥At Coupa,



we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well-being. Global Well-Being Perks (For All Employees Globally)
Global Wellness Days: Enjoy two designated, company-wide paid wellness daysoffeach 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.
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.
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.
Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
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 activit

📌 Manager, Technical Support (Veracruz)
🏢 Coupa Software
📍 Veracruz