Job Description:
Summary
- 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.
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.
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
- 6+ years of relevant experience in technical support, application troubleshooting, or systems engineering in a customer-facing or enterprise environment.
- Ability to consistently work Pacific Time Zone hours (ideally located on West Coast).
- Strong SQL and relational database experience.
- Hands-on experience with REST and SOAP API/web services.
- Knowledge of Oracle and SAP environments.
- Hands-on experience with Linux/Unix and shell programming.
- Experience troubleshooting data-driven applications connected to relational databases, XML sources, and high-volume web services.
- Deep understanding of networking protocols and proven debugging skills across diverse technologies and programming languages.
- Experience with FTP scripting, systems scheduling tools, and maintaining shared support environments (virtual environments, databases, shared instances).
- Proven ability to manage high-stakes customer escalations professionally and under pressure.
- Provide work leadership, technical guidance, and mentorship to less senior support staff.
- On-call support responsibilities on a rotational basis.
- Experience with SAP NetWeaver architecture, ABAP web services, 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.
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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