Sustaining Engineer

Job description

Technology is one of the biggest items in an enterprise CFO’s budget, second only to headcount. Traditional procurement is one of the most frustrating, friction-filled bottlenecks in the modern business. Vertice is the world’s first Intelligent Procurement Platform eliminating this chaos. By combining agentic workflows, deep AI insights, and a global network of expert negotiators, we empower enterprises to buy smarter and scale at pace. The market response has been unprecedented: - $75bn+ in spend processed across our platform. - 20% savings consistently delivered to our customers. - 70% reduction in standard enterprise procurement cycles. - 13X revenue growth achieved over the last two years alone. Founded by serial technology entrepreneurs Roy and Eldar Tuvey, who have successfully scaled and exited two category-defining platforms and created $600M+ in enterprise value, we are backed by over $100M in Series C funding from tier 1 global investors including Bessemer Venture Partners, 83North, Lakestar. We have also been recognized as the #2 fastest-growing company on the Sunday Times' Tech 100 and the fastest-growing startup in the UK and Ireland by the FT’s Sifted (#4 in Europe). With headquarters in London and hubs in New York, Brno, Sydney, and Johannesburg, we are fundamentally reshaping the global B2B economy. Your Role at Vertice: The Sustaining Engineer is the technical bridge between Support and Engineering. When Support encounters a complex customer issue that cannot be resolved through standard troubleshooting, the Sustaining Engineer takes ownership of the investigation. You work hands-on to reproduce the problem, analyze application behaviour, logs, APIs, integrations, configuration, and customer data, and determine whether the root cause is a product defect, configuration issue, environmental limitation, unexpected data, or product usage problem. When an issue is confirmed as a genuine product bug, the Sustaining Engineer escalates it to Engineering with clear evidence, reproducible steps, and priority proportional to the customer and business impact. They remain involved throughout the lifecycle of the issue, supporting further investigation and validating the fix. This is not a traditional software engineering role or support role, but strong hands-on technical skills are a significant advantage and are highly valued. Experience with areas such as browser developer tools, APIs, JSON, logs, SQL, authentication, integrations, scripting, or reading application code enables the Sustaining Engineer to investigate issues more independently, resolve problems faster, and provide Engineering with higher-quality escalations. Responsibilities - Act as the primary technical escalation point between Support and Engineering. - Take end-to-end ownership of complex technical customer issues. - Join customer calls to investigate, reproduce, and diagnose problems. - Debug issues hands-on using available technical tools and data. - Analyse logs, API requests and responses, configuration, execution data, integrations, authentication, and application behaviour. - Identify whether an issue is caused by a product bug, configuration, environment, data, permissions, integration behaviour, or product usage. - Bring customer feedback to developers. This helps developers to see how customers are using the app. - Identify recurring issues and recommend improvements to product reliability, observability, troubleshooting, and support processes. Why join Vertice? - Be a part of a fast-growing, innovative startup that is changing the way businesses buy and sell SaaS. - Work with passionate and talented teams that value your contributions and expertise. - Be part of a culture that promotes a growth mindset, transparency, collaboration, understanding and diversity. - Share in our success with equity options. Benefits - Share Options - 25 days of vacation - 5 sick & carer’s days - Meal vouchers - Group life insurance - Enhanced Maternity and Paternity leave - Pension / Insurance Plan Contribution - GastroPass and FlexiPass contribution - Quality referral bonus program - English language courses with a professional teacher #LI-DNP #BI-DNI Final things to note Vertice is an equal opportunities employer, although you must be legally able to work in the specified region of the job. Any personal data you provide will be processed in accordance with Vertice's privacy policy and applicable data protection law. We use AI-assisted tools to help us review and assess applications more efficiently. These tools support our Talent team but do not make hiring decisions autonomously. You have the right to contest any AI-assisted decision, and exercise your data subject rights by contacting us; please follow the instructions in our privacy policy. We like to deal directly with our candidates so no agencies please! If you aren’t sure this job applies to you, feel free to send your CV to careers@vertice.one, and we’ll be happy to take a look and see if you could be a good fit anywhere else in our business!