Vertex Inc
King of Prussia, PA
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...