Senior Technical Support Engineer - West Coast

Vertex Inc.; Seattle (WA); On-site; USD 87,000 - 113,000; Full time

Job summary

Vertex Inc. is seeking an experienced Enterprise Support Engineer to own complex customer issues across West Coast accounts.

You will serve as the primary contact for high-priority incidents, including executive escalation calls, and troubleshoot ERP integrations and APIs across Vertex platforms. Ideal candidates have 5+ years in enterprise software support, strong communication skills, and a track record of root cause analysis and cross-functional collaboration.

Qualifications

• 5+ years in enterprise software support with customer-facing experience and handling complex escalations.
• Experience troubleshooting ERP, eCommerce, and third-party integrations (SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday).
• Ability to perform root cause analysis, lead cross-functional resolutions, and craft mitigation strategies.

Responsibilities

• Own complex customer issues from assignment through final resolution; be primary contact for high-priority and escalated cases, including executive escalation calls.
• Troubleshoot highly complex technical issues across databases, APIs, web services, cloud platforms, ERP integrations, and security components; validate corrective actions.
• Lead technical investigations during critical incidents; coordinate cross-functional resources and contribute to on-call rotations.
• Create and maintain Knowledge-Centered Service content and troubleshooting procedures; use AI-enabled tools to accelerate research while ensuring accountability.
• Mentor junior team members and drive process improvements to enhance support efficiency and customer experience.

Skills

SQL/DBMS

REST APIs

Troubleshooting

Incident management

Executive communication

Education

Bachelors in CS/IT/Engineering

Tools

SAP

Oracle ERP

NetSuite

Microsoft Dynamics

Workday

Job description

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 WinWe'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.Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.*In no case will your pay fall below applicable local minimum wage requirements .