Senior Technical Support Engineer - Remote West Coast

Vertex Inc.

Northern (KY)

Hybrid

USD 87,000 - 113,000

Full time

2 days ago

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Job summary

Vertex Inc. is seeking a Senior Technical Support Engineer to join a dedicated West Coast support team. The role is remote within the USA and requires residents of Washington, Oregon, Idaho, Nevada, or Arizona.

You will own complex customer issues end-to-end and lead critical investigations across Vertex product functionality, ERP integrations, and cloud components. You will form a bridge between Product Management, Development, and QA to reproduce defects, validate fixes, and draft knowledge

Qualifications

5+ years of enterprise software support in customer-facing roles.
Experience handling complex escalations and critical incidents.
Strong debugging across databases, APIs, and integrations.

Responsibilities

Own complex customer issues from assignment to resolution; primary contact for high-priority escalations.
Troubleshoot complex technical problems across databases, APIs, cloud, and integrations.
Lead technical investigations during critical incidents and coordinate cross-functional resources.
Document and reproduce defects; propose fixes and enhancements.
Mentor peers and improve support processes; contribute to KCS content.