Senior Technical Support Engineer - West Coast Equity

Vertex Inc.

Arizona

On-site

USD 87,000 - 113,000

Full time

5 days ago

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Job summary

Vertex Inc. is seeking a senior technical support specialist for a dedicated West Coast team. You will own high-priority escalations, troubleshoot complex ERP/integration issues, and coordinate cross-functional responses across product, development, and QA.

The role emphasizes strong customer-facing communication and leadership in incident management. Candidates should have 5+ years in enterprise software support, experience with SQL/ERP systems, APIs, cloud tech, and a track record of driving

Qualifications

5+ years of enterprise software support experience in customer-facing roles.
Demonstrated expertise in SQL Server, Oracle, PostgreSQL, DB2, Linux/Unix, networking, REST APIs, SOAP, XML, JSON, Java, web services, authentication, cloud technologies, or application architecture.
Experience troubleshooting ERP, eCommerce and third-party integrations (SAP, Oracle ERP, NetSuite, Dynamics, Workday, etc.).
Proven ability to perform root cause analysis and coordinate cross-functional resolution for high-visibility incidents.
Strong customer-facing communication for technical and executive audiences.
Bachelor's degree or equivalent in related field.

Responsibilities

Own complex customer issues from assignment to final resolution; serve as primary contact for high-priority escalations.
Troubleshoot complex issues across databases, APIs, networking, cloud platforms, ERP integrations, and security.
Support Vertex product functionality and third-party integrations; analyze end-to-end transaction flows.
Lead investigations during critical incidents; coordinate cross-functional resources and recovery strategies.
Document defects and enhancements with QA; create knowledge base content and procedures.