Intro

As a Technical Support Engineer at Vertex Labs, you'll join a Customer Success team that cares about doing the work well, not just doing it fast.

You'll have a seat at the table early — your input will shape how this function operates as we grow.

This role has plenty of room to grow as the company scales — we promote from within whenever we can.

About the team

We believe in shipping iteratively, learning from real feedback, and cutting anything that doesn't serve the goal.

Customer Success at Vertex Labs is a small, tight-knit group that values craftsmanship and clear thinking over busywork.

Candidate Responsibilities

Triage and resolve inbound support requests
Document common issues and contribute to the knowledge base
Build onboarding plans for new customers
Advocate for customer needs internally
Own a book of accounts and drive renewal and expansion
Identify churn risk early and create mitigation plans

Candidate Profile

2+ years in a customer-facing role
Comfortable managing multiple priorities under pressure
Excellent written and verbal communication
A calm, empathetic approach to problem solving

Nice to have

Experience with a helpdesk tool (Zendesk, Intercom, or similar)
Prior experience in SaaS customer success
Basic SQL for pulling account data

Recruiting Process

Our hiring process starts with a short online screening test tied to this posting — usually under 21 minutes — so you can demonstrate your skills directly instead of relying on a generic application.

If you pass the test(s) attached to this role, your application moves straight to our hiring team for review, typically within 5 business days.

From there, expect two to three conversations with the team and hiring manager, followed by a decision and offer. We aim to keep the whole process under 3 weeks from start to finish.

Technical Support Engineer (Customer Success)