Technical Solutions Analyst - Arizona

Vertex, Inc.; Arizona; Hybrid; USD 87,000 - 113,000; Full time

Job summary

Vertex, Inc. is seeking an experienced senior technical support professional based in Arizona to serve as the final escalation point for highly complex client issues.

You will provide advanced troubleshooting for data-driven applications, relational databases, APIs, Linux/Unix, and enterprise technologies, while guiding Tier 2 staff and coordinating with product and engineering teams. You will mentor junior staff, create and maintain knowledge base articles, and manage on-call rotations to

Qualifications

• 6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
• Ideally located on the West Coast or able to consistently work Pacific Time Zone hours to support customer and team needs.
• Strong SQL and relational database experience; hands-on work with REST and SOAP API/web services; knowledge of Oracle and SAP environments; and Linux/Unix exposure.
• Experience troubleshooting and supporting data-driven applications connected to relational databases, XML sources, and high-volume web services.
• Deep understanding of networking protocols and debugging skills across a broad range of technologies and programming languages.
• Hands-on experience with Linux/Unix, shell programming, FTP scripting, and related systems and scheduling tools.

Responsibilities

• Serve as the final escalation point for highly complex, visible, and sensitive client technical issues.
• Provide advanced troubleshooting and support for data-driven applications, relational databases, networking protocols, APIs, and enterprise technologies.
• Act as a Customer Support liaison during pre- and post-implementation phases, ensuring technical readiness and continuity of support.
• Collaborate with product, engineering, and support teams to communicate customer needs and support technology rollouts.
• Provide work leadership, technical guidance, and mentorship to less senior support staff.
• Create, edit, and maintain knowledge base articles and best practice documentation.
• Maintain shared support environments and fulfill on-call responsibilities on a rotational basis.

Skills

SQL & relational databases

REST & SOAP APIs

Linux/Unix

Networking protocols

Advanced troubleshooting

Mentorship & leadership

Education

Master's degree in STEM

Tools

SAP NetWeaver

Oracle database

VM environments

TWS/ECG scheduling tools

Mainframe environments

Job description

Job Description

Job Description: This role supports a dedicated support team, and applicants must reside in the state of Arizona. Serve as the final escalation point for highly complex, visible, and sensitive client technical issues, applying expert-level judgment and creative problem-solving to drive resolution. Provide advanced troubleshooting and support for data-driven applications, relational databases, networking protocols, APIs, Java, Linux, and related enterprise technologies. Act as a Customer Support liaison during pre- and post-implementation phases, ensuring technical readiness, continuity of support, and alignment with customer usage and requirements. Partner with internal product, engineering, and support teams to communicate customer needs, support emerging technology rollouts, and develop scalable support processes and standards. Provide work leadership, technical guidance, and mentorship to less senior support staff; receive and manage complex escalations from Tier 2 analysts. Create, edit, and maintain technical knowledge base articles and best practice documentation to support team capability and knowledge continuity. Maintain shared support environments, including virtual environments, databases, and shared instances; fulfill on-call support responsibilities on a rotational basis.

Required Qualifications

• 6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
• Ideally located on the West Coast or able to consistently work Pacific Time Zone hours to support customer and team needs.
• Highest-priority technical skills include strong SQL and relational database experience; hands-on work with REST and SOAP API/web services; knowledge of Oracle and SAP environments; and Linux/Unix exposure.
• Demonstrated experience troubleshooting and supporting data-driven applications connected to relational databases, XML sources, and high-volume web services.
• Deep understanding of networking protocols and proven debugging skills across a broad range of technologies and programming languages.
• Hands-on experience with Linux/Unix, shell programming, FTP scripting, and related systems and scheduling tools.
• Proven ability to manage high-stakes customer escalations with composure, professionalism, and sound judgment under pressure.
• Strong analytical and creative problem-solving skills; ability to operate independently and consult management as needed.
• Experienced professionals interested in bringing their technical expertise to a customer-facing Support environment are also welcome to apply.
• Candidates with a Master's degree in a relevant STEM discipline, including those completing or recently completing their academic programs, are encouraged to apply.

Preferred Qualifications

• Experience with SAP NetWeaver architecture, integration technology, ABAP web services, and SAP Mobility platforms.
• Experience developing or maintaining Big Data and Fast Data application environments.
• Familiarity with Data Governance, Data Security, and Data Operations practices.
• Experience with VM environments, NAS, mainframe systems, and job scheduling tools such as TWS or ECG.
• Prior experience supporting ERP tax integration solutions or enterprise software implementations.
• Equivalent combination of education, training, and relevant professional experience accepted in lieu of a formal degree.

Comments

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 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

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.

Equal Opportunity

Vertex is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you would like to view a copy of the company's affirmative action plan, please email [e-mail]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact 610-640-4200 or [e-mail]. This telephone line and email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not call about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes, such as following up on an application or non-disability related technical issues, will not receive a response.