Senior Enterprise Support Engineer: Escalations & Incidents

Vertex Inc.; Seattle (WA); On-site; USD 87,000 - 113,000; Full time

Job summary

Vertex Inc. is seeking an experienced Enterprise Support Engineer to own complex customer issues across West Coast accounts.

You will serve as the primary contact for high-priority incidents, including executive escalation calls, and troubleshoot ERP integrations and APIs across Vertex platforms. Ideal candidates have 5+ years in enterprise software support, strong communication skills, and a track record of root cause analysis and cross-functional collaboration.

Qualifications

• 5+ years in enterprise software support with customer-facing experience and handling complex escalations.
• Experience troubleshooting ERP, eCommerce, and third-party integrations (SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday).
• Ability to perform root cause analysis, lead cross-functional resolutions, and craft mitigation strategies.

Responsibilities

• Own complex customer issues from assignment through final resolution; be primary contact for high-priority and escalated cases, including executive escalation calls.
• Troubleshoot highly complex technical issues across databases, APIs, web services, cloud platforms, ERP integrations, and security components; validate corrective actions.
• Lead technical investigations during critical incidents; coordinate cross-functional resources and contribute to on-call rotations.
• Create and maintain Knowledge-Centered Service content and troubleshooting procedures; use AI-enabled tools to accelerate research while ensuring accountability.
• Mentor junior team members and drive process improvements to enhance support efficiency and customer experience.

Skills

SQL/DBMS

REST APIs

Troubleshooting

Incident management

Executive communication

Education

Bachelors in CS/IT/Engineering

Tools

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Workday

Job description

Vertex Inc. is seeking an experienced Enterprise Support Engineer to own complex customer issues across West Coast accounts.

You will serve as the primary contact for high-priority incidents, including executive escalation calls, and troubleshoot ERP integrations and APIs across Vertex platforms. Ideal candidates have 5+ years in enterprise software support, strong communication skills, and a track record of root cause analysis and cross-functional collaboration.