Senior Technical Support Engineer: Incident & Escalation Lead

Vertex Inc; King of Prussia (PA); Remote; USD 87,000 - 113,000; Full time

Job summary

Vertex Inc. is seeking a senior enterprise software support specialist to own and resolve high-priority customer issues across databases, APIs, and ERP integrations.

You will conduct root cause analysis, lead cross-functional investigations, and communicate with executive stakeholders while documenting solutions and improving knowledge bases. Join a team focused on customer outcomes, technical excellence, and collaboration with Product, Development, and QA to reproduce defects, validate fixes,

Qualifications

• 5+ years of enterprise software support experience in customer-facing roles, with demonstrated experience handling complex escalations and critical production-impacting incidents.
• Expertise in SQL Server, Oracle, PostgreSQL, DB2, Linux/Unix, networking protocols, REST APIs, SOAP services, XML, JSON, Java, web services, authentication protocols, cloud technologies, or application architecture.
• Experience troubleshooting ERP, eCommerce, and third-party integrations, including platforms such as SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday, or comparable systems.
• Proven ability to perform root cause analysis, lead cross-functional resolution efforts, and develop mitigation strategies for high-visibility customer situations.
• Strong customer-facing communication skills; ability to lead technical discussions and escalation calls with both technical and non-technical audiences, including executive stakeholders.
• Ability to create and maintain technical documentation, troubleshooting procedures, and knowledge base content within a KCS or comparable framework.
• Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, Business Technology, or related field; or equivalent combination of education and relevant professional experience.

Responsibilities

• Own complex customer issues from initial assignment through final resolution; serve as the primary contact for high-priority and escalated cases, including executive-level escalation calls and customer-facing meetings.
• Troubleshoot highly complex technical issues spanning databases, APIs, web services, networking, cloud platforms, ERP integrations, authentication, security, and infrastructure components; perform root cause analysis and validate corrective actions and production workarounds.
• Support complex Vertex product functionality and configuration issues; troubleshoot ERP, eCommerce, and third-party integrations; analyze end-to-end transaction flows across customer systems and Vertex platforms.
• Lead technical investigations during critical incidents and production-impacting events; develop recovery and mitigation strategies; coordinate cross-functional resources and participate in rotational on-call responsibilities.
• Collaborate with Product Management, Development, and Quality Assurance to document and reproduce defects, validate fixes, and submit enhancement recommendations based on customer observations and product trends.
• Create and maintain Knowledge-Centered Service (KCS) content and troubleshooting procedures; leverage AI-enabled tools to accelerate research, synthesize information across systems and support issue resolution while maintaining full accountability for technical decisions and customer communications.
• Mentor less senior team members; lead process improvement initiatives that enhance support efficiency and customer experience.

Skills

Escalation management

Customer-facing support

Problem solving

Cross-functional collaboration

Technical troubleshooting

Education

Bachelor's degree in Computer Science or related field

Tools

SQL Server

Oracle

PostgreSQL

DB2

Linux/Unix

REST APIs

SOAP

XML

JSON

Java

Cloud technologies

Job description

Vertex Inc. is seeking a senior enterprise software support specialist to own and resolve high-priority customer issues across databases, APIs, and ERP integrations.

You will conduct root cause analysis, lead cross-functional investigations, and communicate with executive stakeholders while documenting solutions and improving knowledge bases. Join a team focused on customer outcomes, technical excellence, and collaboration with Product, Development, and QA to reproduce defects, validate fixes,