Manager, Technical Support

📋 Description

• Manage a Japan-based team of support engineers.
• Oversee daily operations: performance, schedules, routing, coverage.
• Meet and exceed global support SLAs and metrics.
• Handle daily case volume and major customer escalations.
• Hire, develop, and evaluate personnel for efficient operations.
• Coordinate with other managers to optimize resources.

🎯 Requirements

• Bachelor’s degree in Computer Science or Business Management with technical focus.
• 5+ years in critical support operations.
• 4+ years in support management or operations lead role.
• Experience supporting global customers.
• Knowledge of software development methodologies and life cycles.
• Ability to coach engineers through escalations in fast-paced environments.

🎁 Benefits

• Pioneering technology and innovation.
• Collaborative, transparent culture.
• Global impact and opportunities across regions.
• Life at Coupa blog: learn more about employee experiences.