Define Your Potential

Thank you for considering Vertex Inc, and we are excited about the opportunity to learn more about you, and help you define your potential contributions at Vertex! Our goal is to find new team members that work to help our clients unleash the strategic potential of Corporate Tax worldwide.


Vertex is considered a premier partner to Oracle, SAP, and works closely with the Big 4 and other leading software providers, as well as tax and accounting firms to provide the most integrated enterprise tax technology solutions available today to the most recognized brands of the world!  We have enjoyed workplace and business recognitions including Philly.com’s Top Places to Work for three years in a row, Working Mother 100 Best Companies, and SmartCEO's Philadelphia Corporate Culture Award.

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Customer Support
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200514 Requisition #

JOB SUMMARY:

The Technical Solutions Engineer is responsible for providing support to customers using new and emerging technologies; and new and emerging Vertex products.  An adept understanding of complex technology ecosystems, how our customers would apply them and how to troubleshoot is essential. This is a customer-facing role during pre and post implementation launches and must have a solid understanding of all Vertex offerings to act as an escalation point for complex issues.


ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:



  • Provide support and guidance on highly complex technical issues specific to databases, networks, application servers, performance, virtual environments, and ERP issues.
  • Assist in troubleshooting customer database issues - install, configure, upgrade, and migrate existing databases.
  • Act as Database Administrator with an ability to understand multiple database technologies - Oracle, SQL Server, DB2.
  • Ability to work independently and work within/outside the team to get things done using Open source software like Spark, Flume, and Kafka.
  • Administrator support of the work center's technical infrastructure.
  • Drive positive results in Customer Experience through timely response, and positive interaction.
  • Perform as an escalation point for highly complex, visible, and sensitive client issues.
  • Communicate customers’ needs and requirements to other Vertex employees and teams.
  • Provide technology expertise, work leadership, and assistance to less senior staff.
  • Demonstrate self-direction in meeting targets for performance metrics to achieve daily work goals.
  • Act as a Customer Support liaison during implementation of customer programs to understand product, usage and technology for post-implementation support.
  • Provide ongoing support and troubleshooting for installed technical solutions by analyzing a chain of events and applying technical knowledge, following established procedures and standards.
  • Ability to work within the direction and expectations of the Customer Support Work Center.
  • Work closely with Vertex emerging products and emerging technologies to understand and implement support processes.
  • Work highly technical and sensitive issues through to a mutually acceptable resolution by accurately assessing the issue/situation and using critical and creative thinking.
  • Participate in the specialized Customer Success Center activities with consulting, research, and development.
  • Build and leverage strong relationships with both internal and external customers.
  • Receive highly complex escalations from Tier 2 analysts.
  • Provide 24X7 support as dictated by business drivers.
  • Create, edit and maintain Knowledge entries including best practices entries.
  • Help drive positive results in Customer Experience through timely response, and positive interaction.
  • Maintain all support shared systems (virtual environments, databases, and shared instances).
  • Lead or participate in other projects or duties. 
  • Occasional travel required. 

KNOWLEDGE, SKILLS AND ABILITIES:


  • Experience with building and maintaining Big Data and Fast Data applications.
  • Experience with Data Governance, Security & Operations.
  • Experience with Web Programming, including HTTP programming, ICF Framework, Web Services in ABAP (SOAP, WSDLs); JAVA programming; SAP NetWeaver Architecture and Integration technology and SAP Mobility Technology
  • Understand VM's, NAS, Unix, Shell programming and mainframe systems.
  • Understand FTP scripting, ECG, TWS, etc.
  • Familiar with administration of Hadoop and its related ecosystems such as MapReduce (MRVx, YARN), Pig, Hive, Sqoop, Zookeeper, Oozie, Kafka, Hcatalog, Spark, etc.
  • Understand object-oriented languages like Java, etc. and functional programming concepts.
  • Deep understanding of and debugging experience with networking protocols.
  • Knowledge of technology, such as UNIX/LINUX used by Vertex products.
  • Excellent debugging skills in a wide variety of technologies and programming languages.
  • Ability to network with key contacts outside own area of expertise.
  • Ability to listen and understand information and communicate the same.
  • Must possess strong interpersonal, organizational, presentation and facilitation skills.
  • Must be results oriented and customer focused.
  • Possess in depth understanding of Vertex customers use of the Vertex products.
  • Strong desire to research and study new emerging technologies for consideration in future and ongoing development efforts.
  • Understand internal proprietary information and distribute information appropriately.
  • Write, edit and maintain technical knowledge base articles including best practices.
  • Experience in handling customer escalations, and calmly working in stressful situations.
  • Excellent analytical and creative problem-solving skills.
  • Ability to work with minimal supervision; consulting management on an as needed basis.
  • Ability to apply professional concepts, experience and company objectives in order to perform an in-depth analysis of situations or data to resolve complex issues in creative ways.
  • Exercise a professional approach with others using all appropriate tools of communication; ability to adjust communication style and delivery to the audience.
  • Ability to listen and understand information and communicate the same.
  • Must possess good organizational skills.
  • Must be results oriented, customer focused, and exhibit good interpersonal skills.
  • Proficiency in Microsoft office packages.
  • Sufficient knowledge of business communications, including telephone, voicemail, and e-mail and operations of office machines, such as photocopier, scanner, and fax.


EDUCATION, TRAINING:

 

  • Bachelor's/Master’s degree in Management Information Systems or Computer Information Technology or related field required and/or equivalent experience.
  • 6+ years of relevant industry experience.
  • Professional experience in troubleshooting, maintaining, or developing data-driven applications connected to relational databases, XML sources, web services, big data driven backend systems.
  • Subject Matter Expert in one or more of the following areas:  Database technology (Oracle, SQL Server, DB2), Java, xml, web services, Hadoop, ERP's, network architecture, database or application performance issues.


REQUIRED FOUNDATIONAL COMPETENCIES:

  • Builds Relationships:  Fosters open dialogue and obtains shared commitment to proposals; shared ideas and information to promote mutual understanding, respect, and effective decision-making.
  • Drives for Results:  Acts to create opportunities for Vertex or to avoid future problems; has the courage to act with incomplete information rather than simply thinking about it; maintains a focused commitment to achieving enterprise objectives.
  • Knows the Business:  Understands and applies knowledge of Vertex’s business and processes to accomplish goals.
  • Anticipates Customer Needs (internal and external):  Establishes and maintains productive relationships with customers and partners, anticipating their needs.
  • Learns Continuously:  Expands own knowledge base to enhance performance; seeks development to increase strengths for current and future needs.

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 is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.


While performing the duties of this job, the work environment may require an individual to be able to sit or be stationary at a computer and use computers for extended periods of time and move freely around the building. Travel may be required. 

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