Senior Enterprise Tech Support Engineer - Escalations

Vertex, Inc.

Washington

Hybrid

USD 87,000 - 113,000

Full time

2 days ago

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Job summary

Vertex, Inc. is seeking an experienced Enterprise Support Engineer to own complex customer issues on the West Coast from assignment through resolution. You will troubleshoot ERP, eCommerce, and integrations and participate in on‑call rotations.

You will collaborate across Product Management, Development and Quality Assurance to reproduce defects, validate fixes, and contribute to knowledge management while maintaining customer communication and accountability for technical decisions.

Qualifications

5+ years of enterprise software support experience in customer-facing roles.
Experience handling complex escalations and high-visibility incidents.
Strong collaboration with cross-functional teams and executive stakeholders.

Responsibilities

Own complex customer issues from initial assignment through final resolution.
Lead technical investigations during critical incidents and post-incident reviews.
Collaborate with Product Management, Development and QA to reproduce defects and validate fixes.
Create and maintain KCS content and troubleshooting procedures.
Mentor junior staff and drive process improvements for support efficiency.