Senior Technical Support Engineer - Enterprise Escalations

Vertex Inc.; Idaho; In loco; USD 87.000 - 113.000; Tempo pieno

Descrizione del lavoro

Vertex Inc. is seeking a Senior Enterprise Support Engineer to join a West Coast team and own complex customer issues from assignment to resolution. You will coordinate executive-level escalation calls and lead cross-functional efforts to resolve critical production incidents.

Responsibilities include troubleshooting ERP/eCommerce integrations, analyzing end-to-end transaction flows, and documenting fixes. You’ll mentor others and contribute to knowledge content while communicating clearly with

Competenze

• 5+ years of enterprise software support in customer-facing roles with complex escalations.
• Experience troubleshooting ERP, eCommerce, and third-party integrations (SAP, Oracle ERP, NetSuite, Dynamics, Workday).
• Strong root-cause analysis and ability to lead cross-functional resolution efforts.
• Excellent customer-facing communication; able to engage executives and technical audiences.
• Ability to create and maintain technical documentation and knowledge content.

Mansioni

• Own complex customer issues from assignment to final resolution, including executive escalations.
• Troubleshoot technical issues across databases, APIs, cloud platforms, and integrations.
• Support Vertex product functionality, ERP/eCommerce and third-party integrations.
• Lead investigations during incidents and develop mitigation strategies.
• Collaborate with Product, Dev, and QA to reproduce defects and validate fixes.
• Create and maintain KCS content and troubleshooting procedures; mentor teammates.

Conoscenze

Customer-facing support

SQL Server

Oracle

PostgreSQL

DB2

Linux/Unix

REST APIs

SOAP

XML

JSON

Java

Web services

Authentication protocols

Cloud technologies

Application architecture

ERP integrations

Root cause analysis

Cross-functional leadership

Executive stakeholder communication

Knowledge documentation (KCS)

Formazione

Bachelor's degree in Computer Science / IT / IS / Engineering

Strumenti

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Workday

Descrizione del lavoro

Vertex Inc. is seeking a Senior Enterprise Support Engineer to join a West Coast team and own complex customer issues from assignment to resolution. You will coordinate executive-level escalation calls and lead cross-functional efforts to resolve critical production incidents.

Responsibilities include troubleshooting ERP/eCommerce integrations, analyzing end-to-end transaction flows, and documenting fixes. You’ll mentor others and contribute to knowledge content while communicating clearly with