Edwyn Silva

Technical Support Engineer

Bogotá, COL.

About

Technical Support Engineer with strong SQL skills, financial operations background, and technical support experience in enterprise software environments. Proven track record of troubleshooting complex technical issues, optimizing operational processes, and improving customer satisfaction across diverse industries in Colombia and internationally.

Work

Coupa Software

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Technical Support Engineer

Bogotá, Capital District, COL

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Summary

Provide 2nd‑level technical support for Coupa’s cloud‑based Treasury and Spend Management platform, troubleshooting enterprise customer issues and collaborating with engineering, product, and operations teams. Utilize tools including AWS, MS SQL, SFTP, REST APIs, New Relic, and scripting languages; contribute to knowledge base articles and support automation via AI tooling.

Highlights

Resolved complex customer issues across technical and architectural domains

Authored detailed technical documentation and knowledge base articles

Leveraged monitoring and automation tools to improve issue triage and resolution efficiency

Education

Universidad de Carabobo

Valencia, Carabobo, VEN
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Bachelor of Business Administration Accounting & Business Management

Skills

SQL

MS SQL, Relational Databases.

Technical Support

Troubleshooting, Customer Support, Support Escalation.

Financial Operations

Accounts Receivable, Accounts Payable, General Ledger, Microfinance Analysis.

Tools & Technologies

AWS, SFTP, REST APIs, New Relic, Salesforce, QuickBooks.

Networking & Systems

Windows Troubleshooting, DHCP, DNS, Firmware, Printer Setup.

Communication

Technical Documentation, Knowledge Base, Spanish (native), English (fluent).