{"id":109318,"url":"https://alion.io/job/coupa-manager-technical-support-11750","title":"Manager, Technical Support - 11750","company":{"id":8573,"name":"Coupa Software","domain":"coupa.com","url":"https://alion.io/company/coupa","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":{"grade":"A","score":90,"open_postings":9,"ghost_share":0,"stale_share":0.333,"repost_share":0.111,"time_to_fill_p50_days":58,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Tokyo, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":9338000,"max":13074000,"currency":"JPY","period":"year","gross":null,"usd_annual":83517},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-27T13:48:59Z","employer_posted_date":"2026-07-27","last_verified_at":"2026-11-03T23:50:02Z","board_verified":true,"closed_at":null,"days_open":99,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":98},"description":"The Impact of a Manager, Technical Support at Coupa:\nAs 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.\nWhat You’ll Do\nManage a team of support engineers that are located in Japan.\nPartner with key internal constituents on behalf of the customer.\nManage the daily operations of the team members, including performance, schedules, case and phone routing and coverage, out of office coordination, hiring, etc.\nManage support level and customer success metrics; ensure the support SLAs are being met and exceeded.\nManage a team of highly skilled engineers to handle daily case volume and major customer escalations.\nHire, develop and evaluate personnel to ensure an efficient business operation.\nCoordinate with other Customer Support Managers to ensure optimal allocation of resources across overall caseload demand.\nManage the communication of new or recurring problems to product management, product development, customer facing employees, and customers.\nConduct regular 1:1 meetings and formal reviews with team members to monitor progress, to set expectations and to coach and develop employee skills.\nReceive and manage customer complaints and escalate to appropriate personnel ensuring successful and timely resolution.\nIdentify and implement changes to methods, processes, systems and technologies to improve operational metrics.\nEnsure team has access to tools, methodologies and any resources needed.\nCollaborate closely with peer managers as part of a global team to ensure regional goals are met.\nHave a working knowledge of managing in a SaaS environment.\nWhat You Will Bring to Coupa\nBachelor’s degree in Computer Science or Business Management with technical focus.\n5+ years experience working in critical support operations.\n4+ years in support management or support operations lead position, ideally managing developer support resources.\nOutstanding written and verbal communication skills.\nExperience supporting global customers.\nKnowledge of software development methodologies, development life-cycles, and use of development tools in a support capacity.\nAbility to manage a team of engineers through technical escalations efficiently and appropriately.\nAbility to effectively work within tight schedules and fast paced environment.\nAbility to attract, hire and retain high-performing support professionals.\nAbility to be creative and innovative. Discover and lead projects where value can be added to a global organization.","description_format":"text","description_chars":3020,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Supply Chain & Logistics Software","Procurement & Spend Management"],"lifecycle":[{"event":"open","at":"2026-07-27T13:48:59Z"},{"event":"close","at":"2026-10-13T03:53:20Z"},{"event":"reopen","at":"2026-10-30T06:35:16Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.803,"p_room":0.36,"age_days":98,"expected_fill_days":58,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-11-03T05:54:40Z"},"pay":{"stated_usd_annual":83517,"is_top_pay":false},"html_url":"https://alion.io/job/coupa-manager-technical-support-11750","json_url":"https://alion.io/job/coupa-manager-technical-support-11750.json","meta":{"generated_at":"2026-11-04T04:12:44Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":6558,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8573},"rest":"https://alion.io/mcp/rest/get_company?id=8573"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcoupa-manager-technical-support-11750"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcoupa-manager-technical-support-11750"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcoupa-manager-technical-support-11750"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/coupa-manager-technical-support-11750\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcoupa-manager-technical-support-11750"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":109318}},{"tool":"search_jobs","arguments":{"company":"coupa.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":109318},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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