Customer Success Engineer

(AWS Platform & Reliability)

About Vertex

Vertex is a high-growth enterprise software company powering real-time, cloud-native 3D applications for the world’s most advanced manufacturers. Our platform enables Fortune 500 industrial and defense-adjacent organizations to deploy scalable, highly performant 3D-enabled workflows in secure AWS environments, including GovCloud.

We operate at the intersection of cloud infrastructure, enterprise engineering systems, and mission-critical deployments. As Vertex scales and expands into complex enterprise programs, operational excellence and deployment reliability are critical to our success.

The Role

Vertex is seeking a highly motivated Customer Success Engineer (CSE) to own deployment reliability and serve as the bridge between cloud infrastructure, backend services, and enterprise customers. This is not a traditional support role.

You will:

Own enterprise AWS customer-managed deployments end-to-end

Lead first-line investigation and root cause analysis

Improve deployment automation and reliability tooling

Interface directly with enterprise and regulated customers

Protect engineering capacity by resolving issues before escalation

Collaborate cross-functionally with Engineering, Product, and Customer Success teams to ensure customer satisfaction and retention

This role is ideal for an AWS-experienced engineer with backend fluency who enjoys systems thinking, distributed systems troubleshooting, and operating in high-accountability environments.

Reporting Structure

Reports to: VP of Customer Experience

What You Will Own

Serve as the primary technical interface between Vertex Engineering and our enterprise customers

Understand and document customer AWS architectures, infrastructure constraints, and deployment environments

Own deployment execution and technical onboarding in customer AWS accounts, including GovCloud environments

Perform first-level root cause analysis for runtime, scaling, networking, configuration, and integration issues

Analyze logs, metrics, and observability signals to diagnose incidents before escalating to Engineering

Lead incident coordination and ensure structured follow-through

Improve and automate deployment pipelines, onboarding workflows, and reliability tooling

Contribute to integration test coverage and deployment validation processes

Support API integrations and guide customers on best practices

Document playbooks, recurring issues, and operational processes to improve scalability

What You Need to Succeed

3+ years of hands-on AWS experience in production SaaS environments

Strong working knowledge of:

ECS / Fargate containerized services

IAM policies and role-based access control

VPC networking and security groups

CloudFormation or CDK (Infrastructure as Code)

CloudWatch logging and metrics

Autoscaling concepts

Experience debugging distributed systems and containerized workloads

Experience performing root cause analysis in live production environments

Backend service experience (Java, Python, or similar)

Comfortable reading and making small modifications to service code when diagnosing integration or deployment issues

Strong understanding of REST APIs and authentication flows

Comfortable with Database connectivity and basic operational actions

Experience operating in enterprise or regulated environments (SOC2, GovCloud, FedRAMP, CMMC) is a strong plus

Ability to communicate clearly with both engineers and non-technical stakeholders

Structured, calm, and detail-oriented under pressure

What Will Set You Apart

Experience supporting enterprise B2B SaaS platforms running in AWS

Experience working directly with customers in a support role

Familiarity with observability platforms (Datadog, New Relic, Cloudwatch, etc.)

Experience interacting with API’s using tools like Postman

Exposure to manufacturing, industrial systems, PLM, or 3D visualization environments

Experience supporting defense-adjacent or highly regulated customers

Our Technology Stack

AWS-native architecture (Fargate, S3, MSK, RDS, Redis, Elasticsearch)

Infrastructure as Code (CDK / CloudFormation)

Containerized services (Docker)

Observability via Datadog and CloudWatch

Backend services in Java, Scala, Python, C++

Frontend SDKs in TypeScript, React, NextJS

Why This Role Matters

As Vertex expands enterprise and defense-adjacent deployments, this role becomes foundational to operational scale.

You will help ensure:

Enterprise-grade reliability

Repeatable and automated onboarding

Clear escalation paths

Strong customer confidence

Engineering focus and velocity

This is a high-impact role for someone who wants ownership across infrastructure, code, and customer environments.

Location

This position is 100% remote (United States)

Why Join Vertex

High-margin, rapidly growing enterprise SaaS company

Meaningful technical ownership

Exposure to complex, mission-critical deployments

Flexible remote culture

Competitive compensation and benefits

Opportunity to grow into broader platform or reliability leadership over time

If you’re an AWS-savvy engineer who enjoys operating at the intersection of infrastructure, backend systems, and enterprise customers — and you want to help scale a disciplined, growing company — we’d love to talk. Please send your resume to HR@vertex3d.com.

Vertex Software is an equal-opportunity employer committed to diversity and inclusion in the workplace.

*Vertex does not sponsor employees requiring a work visa at this time

This is a remote position.