Staff Unified Communications & Collaboration Engineer

Company Introduction  

We exist to wow our customers. We know we’re doing the right thing when we hear our customers say, “How did we ever live without Coupang?” Born out of an obsession to make shopping, eating, and living easier than ever, we’re collectively disrupting the multi-billion-dollar e-commerce industry from the ground up. We are one of the fastest-growing e-commerce companies that established an unparalleled reputation for being a dominant and reliable force in South Korean commerce.  

We are proud to have the best of both worlds — a startup culture with the resources of a large global public company. This fuels us to continue our growth and launch new services at the speed we have been since our inception. We are all entrepreneurs surrounded by opportunities to drive new initiatives and innovations. At our core, we are bold and ambitious people that like to get our hands dirty and make a hands-on impact. At Coupang, you will see yourself, your colleagues, your team, and the company grow every day.  

Our mission to build the future of commerce is real. We push the boundaries of what’s possible to solve problems and break traditional tradeoffs. Join Coupang now to create an epic experience in this always-on, high-tech, and hyper-connected world. 

Role Overview 

This position is responsible for the day-to-day maintenance and operation of the Corporate IT collaboration systems and SaaS tools. The work also includes support and delivery of system enhancements for all end users from multiple business stakeholders (GO, HR, Finance, Procurement, Sales, etc.). The IT application engineer should maintain SLA goals and is responsible for the installation and implementation of the Corporate IT collaboration system and SaaS tools. They should also form partnerships with business and support teams to drive operational excellence for continuous improvement and contribute to improved operational and business efficiency.

What You Will Do  

• Work collaboratively with IT and business team members to resolve technical and business issues
• Troubleshoot production issues of different criticalities with appropriate urgency and maintain the application uptime as per defined SLAs
• Perform incident resolution against established SLAs and ensure proper documentation (SOP) of the solution procedure. Support production deployments, break-fixes and releases
• Proactively identify, diagnose, take corrective action and resolve application system incidents and problems
• Participate in planning sessions regarding application, hardware and software changes.
• Actively engaged in pre- and post- implementation reviews.
• Perform & oversee the troubleshooting, bug fixing, testing, and production deployment activities
• Handle service request queue monitors and fulfill business and product support requests, both on and offline
• Collaborate closely with IT team and vendors to understand the architecture and design and as warranted submit change requests for system improvements
• Document, communicate and escalate technical issues, manage to resolution and articulate business impact
• Comply with and create/update policies and procedures, including standard operating procedure (SOP)
• Scripting and automation using tools such as Groovy, Python, Script language, etc.
• Developing a run book and internal knowledge base for ServiceNow, Jira, Wiki, Groupware, and other SaaS applications.

Basic Qualifications  

• Bachelor’s degree in IT, Information Security, Computer Science, or equivalent experience.
• 5+ years of hands-on experience in in a dedicated UCC/Collaboration Architecture and Engineering role.
• Hands on experience with M365, Slack, Zoom and Google Workspace.
• Deep understanding of writing and managing scripts for platform automation and configuration management (e.g., PowerShell, Python, or equivalent).
• Strong understanding of networking fundamentals as they relate to voice and video quality (e.g., QoS, latency, jitter).

Preferred Qualifications  

• Comprehensive knowledge of advanced telephony/voice technologies, including SIP, SBCs, and direct routing configurations.
• Proficiency with Zoom Phone deployment and management (including high-scale provisioning), Zoom Rooms architecture, and advanced security/compliance configuration for Meetings and Webinars.
• Expertise in Slack Enterprise Grid management, advanced security policies (DLP, eDiscovery), third-party app management, and automation using Slack APIs.
• Certifications such as Microsoft 365 Certified: Enterprise Administrator Expert, Zoom Phone Admin, or equivalent.

Pay & Benefits 

Our compensation reflects the cost of living across several US geographic markets. At Coupang, your base pay is one part of your total compensation.    

The base pay for this position ranges from $138,000/year in our lowest geographic market to $297,000/year in our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.   

General Description of All Benefits 

• Medical/Dental/Vision/Life, AD&D insurance   
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)  
• Long-term/Short-term Disability   
• Employee Assistance Program (EAP) program   
• 401K Plan with Company Match   
• 18-21 days of the Paid Time Off (PTO) a year based on the tenure   
• 12 Paid Holidays   
• Paid Parental leave   
• Pre-tax commuter benefits   
• MTV - [Free] Electric Car Charging Station    

General Description of Other Compensation      

“Other Compensation” includes, but is not limited to, bonuses, equity, or other forms of compensation that would be offered to the hired applicant in addition to their established salary range or wage scale.    

Coupang is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or gender (including pregnancy, gender identity, gender expression, sexual orientation, transgender status), national origin, age, disability, medical condition, HIV/AIDS or Hepatitis C status, marital status, military or veteran status, use of a trained dog guide or service animal, political activities, or affiliations, citizenship, or any other characteristic or class protected by the laws or regulations in the locations where we operate. If you need assistance and/or reasonable accommodation in the recruiting process due to a disability, please contact us at [email protected].