Custom Software Engineering Lead
Project Role Description : Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.
Must have skills : Database Management
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role : we're looking for an Escalation Manager to own how our most complex customer issues get resolved.
This is a hands-on individual contributor role. You'll take ownership of escalated cases
end-to-end — driving them to resolution, pulling in engineering and product when needed,
keeping customers informed, and making sure the same problems don't keep coming back.
You'll also shape how escalations work at Vertex: the process, the documentation, and the
handoffs between teams.
What You'll Do
Own escalations end-to-end
Take on our hardest customer issues and drive them through to resolution
Coordinate across engineering, product, and support to unblock what's stuck
Keep customers and internal stakeholders informed with clear, timely updates
Run root cause analysis on significant escalations and close the loop on fixes
Make escalations work better
Define how cases get escalated, routed, and handed off between teams
Set the standard for case documentation and escalation quality
Spot the patterns behind repeat escalations and push for permanent fixes
Build the knowledge base so recurring issues get solved faster next time
Partner across the organization
Act as the go-to escalation contact for support managers and account teams
Work directly with product and engineering leaders on systemic issues
Bring escalation trends and insights back to leadership
What You Need
Experience:
10+ years in technical support or customer-facing technical roles in an enterprise
environment
3+ years handling escalations or resolving complex, high-impact issues in an enterprise
environment
Hands-on experience with Salesforce, Jira, or similar case and ticketing systems
A track record of improving how support works, not just working within it.
Skills:
Technically sound — you can dig into a problem yourself, not just route it onward
Clear communicator who can hold a difficult customer conversation and brief a
leadership team on the same day
Comfortable working with data to find patterns and make a case
Self-directed you see things through without being chased
Education -
Bachelor's in Computer Science or Engineering, BCA, or MCA — or equivalent
professional experience
Nice to Have -
Enterprise SaaS or complex software product background - - -
Exposure to tax, finance, or compliance software
Familiarity with process improvement methods
Experience working with global teams across time zones
The Details -
Location: Hyderabad, India
Type: Full-time, individual contributor
Compensation: Competitive salary, health insurance, and professional development
Hyderabad
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