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Job Description:
This role is for a dedicated West Coast support team, and applicants must be residents of Washington, Oregon, Idaho, Nevada, or Arizona.
- 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.
Required Qualifications
- 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.
Preferred Qualifications
- 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.
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 do it because we plan 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:
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.
Skills Required
- 5+ years of enterprise software support experience in customer-facing roles
- Experience handling complex escalations and critical production-impacting incidents
- Expertise in several listed technologies, including databases, Linux/Unix, networking, APIs, web services, authentication, cloud technologies, or application architecture
- Experience troubleshooting ERP, eCommerce, and third-party integrations
- Ability to perform root cause analysis and lead cross-functional resolution efforts
- Ability to develop mitigation and recovery strategies for high-visibility customer situations
- Strong customer-facing communication skills with technical, non-technical, and executive stakeholders
- Ability to create and maintain technical documentation, troubleshooting procedures, and knowledge base content
- Bachelor's degree in a related field or equivalent education and professional experience
- Expert-level knowledge of Vertex applications, tax determination processes, transaction lifecycles, and supported 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
- Experience supporting customer implementation, upgrade, migration, or integration activities
- Experience with Knowledge-Centered Service methodology or comparable knowledge management framework
- Mentoring experience and experience leading support process improvement initiatives
- Residence in Washington, Oregon, Idaho, Nevada, or Arizona
Vertex, Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Vertex, Inc. and has not been reviewed or approved by Vertex, Inc..
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Leave & Time Off Breadth — Flexible time off, including unlimited vacation for some roles, paid volunteer time, bereavement leave, sabbaticals, and observed holidays is emphasized. Occasional company shutdowns further expand time-away options.
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Parental & Family Support — Benefits span paid parental leave, adoption assistance, childcare support, fertility benefits, and structured return-to-work programs. Backup care and daycare tuition discounts reinforce family-focused support.
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Retirement Support — A 401(k) with employer matching and immediate vesting anchors long-term savings. Profit sharing and defined contribution programs complement financial security offerings.
Vertex, Inc. Insights
What We Do
The Trusted Leader in Tax Technology. We're Vertex (VERX). A pioneer in tax automation for more than 45 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply, and grow with confidence. Our collaborative, friendly culture is the foundation of everything we do and who we are. We're proud to be an employer guided by a common purpose by building trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains, and inspires talented professionals to achieve their full potential. We employ over 1,500 full-time professionals across three continents: US, Europe, and Brazil. Our software, content, and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide. We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions.
Why Work With Us
Innovative, agile, and growth-minded professionals thrive at Vertex. Our remote-first culture offers flexibility and connection, while our focus on indirect tax technology and global expansion creates real impact. With leadership development and a strong emphasis on well-being, careers flourish here.
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