Customer Success Engineer
10 days ago
Des Moines
Job DescriptionCustomer Success Engineer(AWS Platform & Reliability) About Vertex Vertex is a high-growth enterprise software company powering real-time, cloud-native 3D applications for the worlds 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 retentionThis 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 ExperienceWhat 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 scalabilityWhat 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 pressureWhat 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 APIs using tools like Postman, • Exposure to manufacturing, industrial systems, PLM, or 3D visualization environments, • Experience supporting defense-adjacent or highly regulated customersOur 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++ 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 velocityThis 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 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.