Coupa Product Support Engineer

️ Stable company with a strong employer brand

Rapid career advancement with opportunities to learn

Competitive salary and Performance bonus

About the role

• You will have direct communication with client’s teams, to understand and resolve issues. Expected to liaison with delivery team to ensure readiness for new platform releases
• You will be responsible for handling escalations, identify and communicate technical solutions
• You will use different communication channels, such as e-mail, phone, and other support management application
• Liaising with other team members, product, development and particularly the product service support teams as and when required for 3rd line escalation. Technical advisory will be required at times by product and business or clients for solution delivery
• Maintain service uptime & SLA as committed. Capacity planning & redundancy management
• Carry out root cause analysis & implementing various recommendations as suggested by engineering teams
• Support L1 team members, provide application Support. Manage deployment of product release, patches & fixes on the platform
• Carry out system audit with Internal and External teams. Provide input to Regulatory and other govt bodies related to application compliance. Provide valid justification for non-compliance cases
• Graduate or Postgraduate (BSc, B.E/B.Tech, B.Com, M.Com, M.Tech)
• 3-5 years of experience, preferably in Supply Chain and eProcurement domain
• Must have experience in support role/operations
• Must have experience on Coupa Applications & in-depth knowledge on Coupa application configurations
• Strong technical skills together with experience in investigative techniques and problem-solving skills to identify and resolve issues in a timely and high-quality manner
• Good customer handling capabilities and should have good communication skills
• Comfortable in interacting with external vendors and internal customers, should have good interpersonal skills
• Motivated and enthusiastic to discover and learn new technologies
• Should be a team player and coordinate well between Internal and External teams
• Ability to shift gears quickly and cope up with change

About Bahwan CyberTek

Established in 1999, Bahwan CyberTek (BCT) is a global provider of digital transformation solutions in the areas of Predictive Analytics, Digital Experience and Digital Supply Chain Management, and has delivered solutions in 20 countries across North America, the Middle East, Far East, Africa and Asia. Driving innovation through outcome-based business models, proven and powerful IP solutions, BCT is a trusted partner for over 1000+ customers, including Fortune 500 companies. With strong capabilities in Digital Technologies, BCT has over 3000 associates with technical and domain expertise, delivering solutions to the Oil & Gas, Telecom, and Power, Government, Banking, Retail and SCM / Logistics verticals. With a focus on joint innovation, BCT has partnered with leading global technology organizations such as Oracle, IBM, Zycus and TIBCO to deliver differentiated value to customers. BCT is recognized at CMMi level 5 and is an ISO certified organization.

Founders

Hind Bahwan - Founder & Chairperson 

Ms. Hind Bahwan is involved in and has served on the Boards of a variety of public and private organizations. She is on the Board of the Harvard Business School Middle East and North Africa Board (MENAAB) which helps in incorporating a global perspective into the School’s work and curriculum. She is a Member of the Middle Centre Advisory Board of the London School of Economics, a Member of the Middle East Advisory Board of Coutts & Co., and a Board Member of the Family Business Network (FBN) for GCC. She is also the Chairman of the Omani French Friendship Association.

She had served as a Member on the Middle East Advisory Board of the Deutsche Bank and on the board of Oman’s Public Authority for Social Insurance. She had previously chaired the Oman Chapter of Young President’s Organization (YPO).

Ms. Bahwan is a recipient of many honors including the Legion Of Honor Award From France’s Ambassador to the Sultanate Of Oman in 2019, Ernst & Young’s ‘Oman’s Young Entrepreneur of the Year 2000’, Arabian Business ‘e-Achiever of the Year’ award from H.H. Sheikh Mohammed Bin Rasheed in 2001, ‘IT Women of the Year 2002’ award by UNDP, ‘Global Leaders for Tomorrow’ award by the World Economic Forum in 2003, ‘Global Young Leader’ by the World Economic Forum in 2007 and ‘Woman of Power Award’ by Asian Business Leadership Forum in 2011.

S. Durgaprasad (DP) - Co-founder, Director & Group CEO

DP, characterized as an Executive Entrepreneur and a people’s person with a passion to create new markets, has been instrumental in Bahwan CyberTek Group’s distinguished position in the global IT arena. With a blend of strategic long-term vision and an eye on operational short-term goals, he has created nine subsidiaries and three Joint Ventures – JV with DHL (Bahwan-DHL), Oman Government (Infoline), TelBru (Comquest) - with multiple business initiatives across USA, ME, India and Far East – that have delivered more than a billion and a quarter USD in revenues over the last 10+ years of being in business. His thought leadership initiative between Bahwan CyberTek and the global major DHL, to form a 4th Party Logistics (4PL) organization for Petroleum Development Oman (Shell Subsidiary) is the first of its kind in the Middle East region.

Awards & Recognition

• BCT at Outlook Business Icons Awards 2022'
• FuelTrans wins CII-SCALE award for ‘Outstanding Performance’
• FuelTrans, BCT’s IoT enabled Integrated Logistics Planning, Scheduling and Transport Management solution was recognized for best ‘Outstanding Performance’ by the Confederation of Indian Industry (CII) - Supply Chain and Logistics Excellence (SCALE) awards.
• BCT Clinches the Strategic Technical Partner Award at GITEX Global 2022
• BCT bags Achievements in Multi-Sectoral Digital Transformation Award @ OER Live, Oman