• Collaborate closely with public sector customers, including U.S. government agencies, the Department of War, and Intelligence Community organizations, to diagnose, troubleshoot, and resolve complex issues in GitLab deployments operating under strict security, compliance, and operational constraints. • Perform deep, hands-on technical investigations using Linux command-line tooling and GitLab internals to analyze logs, system performance, and application behavior, often with limited telemetry or incomplete datasets. You will trace issues across infrastructure, application, and code paths to identify root causes, recommend mitigations, and drive durable fixes; frequently partnering with GitLab Product, Development, and Infrastructure teams to ensure outcomes that meet both mission and platform reliability requirements. • Create and update clear, reusable documentation and support content based on real customer interactions to improve self-service and reduce repeated issues. • Participate in regular pairing sessions with other Support Engineers and act as a stable counterpart to cross-functional teams to share knowledge and improve support processes. • Contribute to building and refining internal support tools and workflows, including automation and troubleshooting utilities, to make diagnosing and resolving issues more efficient. • Participate in weekday and weekend on-call rotations, providing timely emergency support for self-managed customers operating in restricted and compliance-focused environments. • Support the growth of the team by reviewing applications and assessments, and participating in interviews and hiring decision discussions.

Role Description We are looking for an application troubleshooting analyst – an individual who can perform analysis of a given problem report and determine where the problem is, its cause, solution or recommend effective workaround where applicable. - Acting as an escalation point for client Subject Matter Experts and Product Support Analysts. - Primary point of contact for client technical teams. - Provide world-class support experience for D2L Administrators with varying degrees of technical expertise across Enterprise, Higher Education, and K-12 segments. - Utilize electronic communication by chat, phone, email, or assignment through case tracking system to interact with users facing technical issues. - Conduct thorough research and implement appropriate solutions by referring to user guides, technical manuals, and other relevant documents. - Identify and correct improperly configured installations. - Replicate, diagnose, and resolve technical problems experienced by users. - Create, update, and resolve support cases within defined Service Level Objectives. - Improve product/tool design and functionality through creation of Software Defect reports and Feature Enhancement reports. - Create Support documentation, including FAQs and both internal and client-facing Knowledge-based Articles. - Participate in collaborative troubleshooting sessions to identify root causes of complex issues. - Participate in a shift rotation including weekdays, evenings, and weekends based on Eastern Time. - Perform other duties as assigned by Manager. Qualifications - Strong analytical skills and creative problem-solving abilities. - Ability to make accurate risk assessments. - Above-average attention to detail and competencies. - Excellent communication skills, comfortable discussing technical issues with clients. Requirements - Ability to learn and adapt to new tools and products quickly. - Strong ability to recognize patterns. - Able to work individually and in collaboration with colleagues. - Able to work well in a fast-paced environment. - Excellent time management, prioritization, and organizational skills. - Strong analytical, problem-solving, and decision-making skills. - Excellent problem-solving and navigational skills. - Demonstrable ability to multitask both independently and within a team. - Identifying trends and making suggestions for technical modifications to resolve existing and future problems. - Excellent research capabilities. Desired Skills - Strong ability to write, interpret, and debug SQL queries on demand. - Working knowledge of Web services (SOAP and REST), XML, HTML, ASP, ASPX, C#, .NET, JAVA, JavaScript, and Microsoft tools and technologies. - Familiarity with Active Directory, Office 365 Suites, OAuth, LDAP, and SAML solutions. - Understanding of web applications and how they work at a high level. - Experience with Wireshark, Fiddler, and other browser-based diagnostic and reporting tools. - Strong customer service skills. - Keen attention to detail and organization skills. - Excellent time management and prioritization skills. - Strong analytical and decision-making skills. Desired Experience - Experience working with Microsoft SQL. - Some experience providing customer service. - Relevant work experience in a similar role. - Experience working in a Helpdesk environment is considered an asset. - LMS experience – user, administration, and/or support is considered an asset. - Experience with Salesforce or any other ticketing system is an asset. Education Recommendations - Bachelor's degree in Computer Science or equivalent technical experience. Benefits - Impactful work transforming the way the world learns. - Flexible work arrangements. - Learning and Growth opportunities. - Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program. - 2 Paid Days off for SkillsWave-related activities like exams or final assignments. - Employee wellbeing (Access to mental health services, EFAP program, financial planning and more). - Retirement planning. - 2 Paid Volunteer Days. - Competitive Benefits Package. - Home Internet Reimbursements. - Employee Referral Program. - Wellness Reimbursement. - Employee Recognition. - Social Events. - Dog Friendly Office Spaces at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne offices.

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 global 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. Why join Coupa? 🔹 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. What You’ll Do - Troubleshoot and resolve complex 2nd level technical and architectural issues - Answer advanced ‘how to’ technical and application configuration questions - Manage customer expectations and experience in a way that results in high customer satisfaction - Assist with the creation of detailed technical articles in Coupa’s knowledge base for customer and peer use, leveraging AI tools to help validate and improve documentation quality - Assist with internal ticket escalations, collaborating closely with engineering and operations team What You Will Bring to Coupa - Quick learner, self-motivated, driven, and able to work in a fast-paced environment - Committed to providing high-quality customer service - Technical experience (academic or commercial) in Windows Server, Windows CLI, AWS Hosting, MS SQL, SFTP, and enterprise monitoring solutions - Fluent in Spanish and English (C1 required); German is advantageous - The ability to clearly articulate solutions to complex technical problems in a clear and simple way - 1+ years of experience working directly with external customers in a technical support environment, ideally in an enterprise software or SaaS company - IT Professional qualifications, or experience working with AI/automation support tools, are advantageous - Working hours- Monday to Friday. Flexibility is a must in this role, support hours will vary across the week. 2 days on site. - Please submit your application in English Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please be advised that inquiries or resumes from recruiters will not be accepted. 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 activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.

• Proactively oversee the Zendesk queue, ensuring SLAs are consistently met and stepping in on critical, high-impact escalations. • Act as a point of escalation for systemic issues, leading incident resolution and partnering with cross-functional teams - escalations would first come to you before going to Product. • Work with Pod Leads to identify and resolve recurring support workflow challenges. • Guide triage practices to ensure fast, accurate issue isolation across the team. • Lead deep technical investigations, including complex debugging and source code analysis. • Identify and implement process improvements, automation, and AI tools to improve operational efficiency and reduce response/resolution time. • Maintain ticket quality across the board, ensuring product teams receive actionable, high-quality submissions. • Contribute bug fixes, tooling, or workarounds to the codebase to unblock customers. • Anticipate platform-wide issues and proactively work to prevent them through architecture awareness and preventive strategies. • Ensure critical knowledge is documented and shared, maintaining a robust Zendesk knowledge base, debugging guides, and external documentation. • Adhere to escalation SLAs and act as a key player in the on-call rotation to maintain 24/7 global support. • Take ownership of high-severity incidents and critical customer escalations. • Regularly review team metrics to identify improvement areas and help set team-wide goals and focus areas. • Partner with Product and Engineering to drive product-level changes based on support data and customer impact. • Represent the Customer Success Engineering team in company-wide strategic initiatives, shaping the future of post-sales support. • Support the evolution of internal support policies (e.g., SLAs, escalation procedures, “won’t fix” standards). • Serve as a trusted, senior post-sales contact for high-value customers, ensuring a seamless and proactive support experience. • Champion initiatives that improve the customer journey, including better routing, issue ownership, and self-service capabilities. • Take an active leadership role, ensuring timely and technically accurate responses. • Advocate for the voice of the customer in internal planning, identifying feature needs or systemic weaknesses from real-world usage. • Lead root cause analysis (RCA) and post-mortems for major incidents from a customer success position, ensuring long-term resolution and process adaptation. • Drive ticket volume reduction by identifying recurring pain points and proposing durable solutions at a platform or documentation level. • Play a critical role in evolving support strategy to scale as Tyk grows, influencing structure, tooling, and hiring decisions.