Senior Technical Support Engineer — Lead Escalations & Complex Integrations

Vertex Inc in

King of Prussia (PA)

Remote

USD 87,000 - 113,000

Full time

9 days ago

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Job summary

Vertex Inc. is seeking an experienced enterprise software support engineer for a West Coast–oriented team. You will own and resolve high-priority customer issues, including executive escalations, across ERP integrations and complex platforms.

You will troubleshoot databases, APIs, and cloud components, coordinate cross-functional responses, and drive recovery strategies during critical incidents. Strong documentation and knowledge-base creation are essential.

Qualifications

5+ years of enterprise software support experience in customer-facing roles with escalations and production-impacting incidents.
Experience with ERP, eCommerce, and third-party integrations including SAP/Oracle ERP/NetSuite/MW Dynamics/Workday.

Responsibilities

Own complex customer issues from assignment through final resolution; primary contact for high-priority cases and executive escalation calls.
Troubleshoot complex technical issues across databases, APIs, web services, cloud platforms, ERP integrations, and security.
Lead technical investigations during incidents; coordinate cross-functional resources and develop recovery strategies.