Senior Enterprise Support Engineer

Vertex Inc.; United States; Remote; USD 87,000 - 113,000; Full time

Job summary

Vertex Inc. is seeking a senior technical support professional in Oregon to act as the final escalation point for complex issues, handling data-driven applications, databases, and APIs.

You will troubleshoot across Linux/Unix, networks, and enterprise technologies while guiding junior staff. You will collaborate with product, engineering, and support teams to address customer needs, help roll out new technologies, and develop scalable support processes and standards.

Qualifications

• 6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
• Ideally located on the West Coast or able to consistently work Pacific Time Zone hours to support customer and team needs.
• Highest-priority technical skills include strong SQL and relational database experience; hands-on work with REST and SOAP API/web services; knowledge of Oracle and SAP environments; and Linux/Unix exposure.
• Demonstrated experience troubleshooting and supporting data-driven applications connected to relational databases, XML sources, and high-volume web services.
• Deep understanding of networking protocols and proven debugging skills across a broad range of technologies and programming languages.
• Hands-on experience with Linux/Unix, shell programming, FTP scripting, and related systems and scheduling tools.
• Proven ability to manage high-stakes customer escalations with composure, professionalism, and sound judgment under pressure.
• Strong analytical and creative problem-solving skills; ability to operate independently and consult management as needed.
• Experienced professionals interested in bringing their technical expertise to a customer-facing Support environment are also welcome to apply.
• Candidates with a Master's degree in a relevant STEM discipline, including those completing or recently completing their academic programs, are encouraged to apply.

Responsibilities

• Serve as the final escalation point for highly complex, visible, and sensitive client technical issues, applying expert-level judgment and creative problem-solving to drive resolution.
• Provide advanced troubleshooting and support for data-driven applications, relational databases, networking protocols, APIs, Java, Linux, and related enterprise technologies.
• Act as a Customer Support liaison during pre- and post-implementation phases, ensuring technical readiness, continuity of support, and alignment with customer usage and requirements.
• Partner with internal product, engineering, and support teams to communicate customer needs, support emerging technology rollouts, and develop scalable support processes and standards.
• Provide work leadership, technical guidance, and mentorship to less senior support staff; receive and manage complex escalations from Tier 2 analysts.
• Create, edit, and maintain technical knowledge base articles and best practice documentation to support team capability and knowledge continuity.
• Maintain shared support environments, including virtual environments, databases, and shared instances; fulfill on-call support responsibilities on a rotational basis.

Skills

SQL

Relational databases

REST APIs

SOAP APIs

Linux/Unix

Networking protocols

Shell scripting

Troubleshooting

Escalations management

XML

Education

Master's degree in STEM

Tools

SAP NetWeaver

ABAP web services

SAP Mobility

Job description

Vertex Inc. is seeking a senior technical support professional in Oregon to act as the final escalation point for complex issues, handling data-driven applications, databases, and APIs.

You will troubleshoot across Linux/Unix, networks, and enterprise technologies while guiding junior staff. You will collaborate with product, engineering, and support teams to address customer needs, help roll out new technologies, and develop scalable support processes and standards.