Technical Support Engineer - 11605

Ovii's Interpretation of the Role

The Technical Support Engineer provides 2nd‑level troubleshooting for Coupa’s cloud‑based spend management platform, resolves complex configuration issues, and creates knowledge‑base content. The role works remotely (hybrid) with occasional onsite days and serves enterprise SaaS customers in both Spanish and English.

Role Snapshot

• 2nd‑level technical troubleshooting
• Customer issue resolution
• Technical documentation authoring
• Cross‑team escalation handling
• Cloud operations focus
• Remote‑first entry‑level role

Must-Have Requirements

• Windows Server
• Windows CLI
• AWS hosting
• MS SQL
• SFTP
• Enterprise monitoring solutions
• Spanish (C1) and English (C1) fluency
• technical support
• enterprise SaaS

Nice-to-Have Signals

• German language
• Experience with AI/automation support tools
• IT professional qualifications
• AI/automation support tools

Work Setup

• Location: Bogota, Colombia
• Work mode: HYBRID
• Remote scope: UNSPECIFIED
• Employment type: Full-Time
• Shift: flexible support hours

Not Specified in JD

• Visa sponsorship
• Salary range
• Remote eligibility details
• Education requirement
• Certifications
• Relocation
• Notice period
• Travel
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Diagnose and resolve complex 2nd‑level technical and architectural problems
• Answer advanced ‘how‑to’ configuration questions for customers
• Manage customer expectations to maintain high satisfaction scores
• Author detailed technical articles for the knowledge base, leveraging AI tools
• Collaborate on internal ticket escalations with engineering and operations teams

Good Fit If You Have

• Quick learner who thrives in a fast‑paced environment
• Strong communication skills to simplify complex technical solutions
• 1+ year experience in technical support for enterprise SaaS
• Fluent in Spanish and English; German is a plus