Note: The job is a remote job and is open to candidates in USA. Vertex Inc. is hiring a Technical Solutions Analyst to support enterprise customers through complex technical issue resolution and customer-facing technical support. The role provides advanced troubleshooting across applications, databases, APIs, networking, Linux, and enterprise technologies while guiding escalations, maintaining support environments, and mentoring support staff.
Responsibilities
- 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
Skills
- This role supports a dedicated support team, and applicants must reside in the state of Nevada
- 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
- 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
Benefits
- This role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Company Overview
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