Senior Technical Support Engineer - West Coast

Vertex Inc.•Remote - WA, WA

1d•$86,600 - $112,500•Remote

About The Position

This role is for a dedicated West Coast support team, and applicants must be residents of Washington, Oregon, Idaho, Nevada, or Arizona. The Senior Technical Support Engineer will own complex customer issues from initial assignment through final resolution, serving as the primary contact for high-priority and escalated cases, including executive-level escalation calls and customer-facing meetings. The engineer will troubleshoot highly complex technical issues spanning databases, APIs, web services, networking, cloud platforms, ERP integrations, authentication, security, and infrastructure components, performing root cause analysis and validating corrective actions and production workarounds. Support will extend to complex Vertex product functionality and configuration issues, troubleshooting ERP, eCommerce, and third-party integrations, and analyzing end-to-end transaction flows across customer systems and Vertex platforms. The role involves leading technical investigations during critical incidents and production-impacting events, developing recovery and mitigation strategies, coordinating cross-functional resources, and participating in rotational on-call responsibilities. Collaboration with Product Management, Development, and Quality Assurance is key for documenting and reproducing defects, validating fixes, and submitting enhancement recommendations. The engineer will create and maintain Knowledge-Centered Service (KCS) content and troubleshooting procedures, leveraging AI-enabled tools to accelerate research and synthesize information, while maintaining accountability for technical decisions and customer communications. Additionally, the role includes mentoring less senior team members and leading process improvement initiatives to enhance support efficiency and customer experience.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.