Senior Technical Support Engineer: Enterprise Incident Leader

Vertex Inc.

United States

Remote

USD 87,000 - 113,000

Full time

9 days ago

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Job summary

Vertex Inc. is seeking an experienced technical support professional for a dedicated West Coast team.

The role requires residency in WA, OR, ID, NV, or AZ and involves owning escalations, performing deep-dive troubleshooting across databases, APIs, and cloud platforms, and coordinating cross-functional responses to complex customer issues. You will document solutions, contribute to KCS content, mentor peers, and participate in on-call rotations.

Qualifications

5+ years of enterprise software support in customer-facing roles.
Experience handling complex escalations and critical production incidents.
Strong knowledge of databases, APIs, and cloud technologies.

Responsibilities

Own complex customer issues from assignment through resolution; serve as primary contact for high-priority escalations.
Troubleshoot complex technical issues spanning databases, APIs, web services, networking, cloud platforms, ERP integrations, and security.
Support Vertex product functionality and configurations; analyze end-to-end transaction flows across systems.
Lead investigations during critical incidents; coordinate cross-functional resources and develop mitigation strategies.
Collaborate with Product Management, Development, and QA to reproduce defects and validate fixes.
Create and maintain Knowledge-Centered Service content; leverage AI tools to accelerate research.
Mentor junior staff and lead process improvements to boost efficiency and customer experience.