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: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.
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.
