Senior Technical Support Engineer - West Coast

Vertex Inc.; Idaho; Sur place; USD 87 000 - 113 000; Plein temps

Résumé du poste

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

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

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)

Formation

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

Outils

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Workday

Description du poste

Job Description:

This role is for a dedicated West Coast support team, and applicants must be residents of Washington, Oregon, Idaho, Nevada, or Arizona.

• 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.

Required Qualifications

• 5+ years of enterprise software support experience in customer-facing roles, with demonstrated experience handling complex escalations and critical production-impacting incidents.
• Demonstrated expertise in several of the following: 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 and recovery 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 a related field; or equivalent combination of education and relevant professional experience.

Preferred Qualifications

• Expert-level knowledge of Vertex applications and platforms, including tax determination processes, transaction lifecycles, and supported product functionality.
• Experience with cloud technologies, performance analysis, and application architecture troubleshooting in enterprise SaaS or multi-tenant environments.
• Familiarity with AI-enabled support tools and agentic AI applications; willingness to partner in the evaluation and responsible adoption of emerging technologies within a support context.
• Experience supporting customer implementation, upgrade, migration, or integration activities in a collaborative, customer-facing capacity.
• Prior experience with Knowledge-Centered Service (KCS) methodology or a comparable knowledge management and content governance framework.
• Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.

Vertex Values: Together We Win

We're building a team of people who are passionate about making an impact for our customers and committed to how that impact is achieved. Our values define the behaviors, mindset, and culture that make Vertex a great place to grow and do meaningful work.

Play to Win or We Don't Play — If we choose to do something, we're choosing to do it because we plan to win. That mindset raises our bar on product quality, customer outcomes, and how we show up for one another.

Work As a Team, Putting the Customer At the Core — Our customers are our true north. Whatever your role, ask: how will this help a customer succeed today? We earn trust through outcomes, not promises.

Achieve Excellence With Integrity, Speed, and Agility — The market isn't slowing down. We'll move faster, adapt quickly, and never compromise on doing things the right way — for teammates, customers, and partners.

Innovate Boldly With a Growth Mindset — Progress demands smart risk. We'll try new approaches, learn fast, and keep pushing the boundaries — especially where AI can remove friction and unlock value.

Communicate with Care, Candor and Transparency — Honest, constructive conversations make us better. Let's speak plainly about what's working and what isn't and help each other improve.

Pay Transparency Statement:

US Base Salary Range: $86,600.00 - $112,500.00

Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.

In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.

*In no case will your pay fall below applicable local minimum wage requirements.