Senior Technical Support Engineer - West Coast

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. The posting includes description (role description) which could be "About the role". Responsibilities: many bullet points. Requirements: required qualifications. Qualifications: maybe preferred qualifications? Could treat as "Qualifications" (maybe combine required and preferred). Skills: maybe list of technical skills? Could embed within responsibilities/qualifications. Benefits: not mentioned except maybe "Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants" and "total compensation package". That's benefits. Pay: salary range given. Schedule: not mentioned (no schedule). So we include About the role, Responsibilities, Requirements (maybe Required Qualifications), Qualifications (Preferred Qualifications), Benefits, Pay. Skills maybe not separate; but we could extract technical skills list as Skills section. However the instruction: "Prefer a few substantive sections over many thin ones." Could combine skills into Responsibilities or Qualifications. But we have separate headings allowed; we need to include only when posting has real specific content. There is a list of technical expertise in Required Qualifications: "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." That's a skills list. Could put under Skills. Also "Experience troubleshooting ERP, eCommerce, and third-party integrations, including platforms such as SAP, Oracle ERP, NetSuite, Microsoft Dynamics, Workday, or comparable systems." That's also skill/experience. Could be under Skills. We need to preserve all substantive information, not invent or summarize away detail. So we need to keep the bullet points etc. We must not repeat job title as heading. Not include Job ID etc. Remove boilerplate: comments, Vertex Values, Pay Transparency Statement? Actually pay transparency statement includes salary range; we need to keep that info but can we keep the statement? It says "Pay Transparency Statement: US Base Salary Range: ..." That's substantive about pay. We should keep the salary range. The rest of that statement about bonus etc is benefits. We'll keep. We must not include cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The Vertex Values section is maybe not boilerplate but could be considered culture; but it's not explicitly requested to keep. It's not a standard heading; we could include as part of About the role? It's not directly about role but company values. Might be considered boilerplate? The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." Vertex Values is not those; it's company culture. Might be okay to keep but not under a heading. Could be part of About the role? Might be considered extra but not prohibited. Safer to keep it as a paragraph under About the role? However the instruction: "Prefer a few substantive sections over many thin ones." Might be okay to include as a paragraph under About the role. We need to output only HTML fragment, no /, no markdown fences. Let's structure:

About the role

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.

But we also have responsibilities list; maybe we put responsibilities under Responsibilities heading. Better: About the role could be a brief summary; Responsibilities heading with

• for each duty. Let's extract responsibilities bullet points from description: - 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. That's all responsibilities. Now Required Qualifications: list them. - 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: list. - 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. Now Benefits: from Pay Transparency Statement: "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." Also maybe mention "Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs." That's boilerplate? Might be considered application instruction? It's about benefits. We'll keep the bonus plan etc. Pay: "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." We'll put that under Pay. Schedule: not present, so omit. Skills: Could we create a Skills section pulling out the technical expertise list? But we already have that in Required Qualifications. Might be redundant. Better to keep Required Qualifications as is; maybe we don't need separate Skills. Thus sections: About the role, Responsibilities, Required Qualifications (maybe heading "Requirements"), Preferred Qualifications (maybe heading "Qualifications"), Benefits, Pay. But the instruction: headings list includes "Requirements, Qualifications, Skills, Benefits, Pay, Schedule". So we should use those exact headings if we have content. So we need to map: - About the role (allowed) - Responsibilities (allowed) - Requirements (for required qualifications) - Qualifications (for preferred qualifications) - Benefits - Pay We'll not include Skills. Now ensure we don't repeat job title. Not include any metadata like Job ID. Now produce HTML:

  About the role

  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.

  Responsibilities

  • 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.

  Requirements

  • 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.

  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.