Senior Technical Solutions Analyst: Data, APIs & Escalations

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

Job summary

Vertex Inc. is seeking a senior technical support professional to escalate and resolve highly complex client issues, focusing on data-driven apps, databases, APIs, Java, Linux, and related enterprise technologies.

You will mentor teammates, manage escalations, contribute to knowledge base articles, maintain shared environments, and participate in on-call rotations, working to ensure technical readiness across pre- and post-implementation phases.

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/SOAP APIs

Oracle SAP

Linux/Unix

Networking protocols

Data-driven apps

Shell scripting

Escalation management

On-call support

Education

Master’s degree in STEM

Tools

SAP NetWeaver

ABAP web services

Big Data environments

VM environments

TWS/ECG

Job description

Vertex Inc. is seeking a senior technical support professional to escalate and resolve highly complex client issues, focusing on data-driven apps, databases, APIs, Java, Linux, and related enterprise technologies.

You will mentor teammates, manage escalations, contribute to knowledge base articles, maintain shared environments, and participate in on-call rotations, working to ensure technical readiness across pre- and post-implementation phases.