Senior Technical Support Engineer West Coast Escalations

Vertexinc

United States

On-site

USD 120,000 - 180,000

Full time

3 days ago

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Job summary

Vertex Inc. is seeking a senior enterprise software support professional to own and resolve high-priority customer issues across databases, APIs, and ERP integrations. The role requires strong technical troubleshooting, cross-functional collaboration, and executive-level communication.

You will work with product and QA teams to reproduce defects, validate fixes, and document knowledge base content. A minimum of 5+ years in support and a Bachelor's degree are required, with on-site work on the

Qualifications

5+ years of enterprise software support experience in customer-facing roles.
Experience troubleshooting ERP, eCommerce, and third-party integrations (SAP, Oracle ERP, NetSuite, Dynamics, Workday).
Ability to perform root cause analysis and lead cross-functional resolution efforts.
Strong customer-facing communication, including executive stakeholders.
Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or related field.

Responsibilities

Own complex customer issues from assignment through final resolution; primary contact for high-priority escalations.
Lead executive-level escalation calls and customer-facing meetings.
Troubleshoot complex technical issues across databases, APIs, cloud platforms, and integrations.
Analyze end-to-end transaction flows across customer systems and Vertex platforms.
Mentor junior team members and drive process improvements; document fixes and conduct knowledge transfer.