Practice Engineer

An overview of this role

As a Practice Engineer on our CX Engineering team you'll build and improve the platforms tools and automation that help GitLab's Customer Success (CS) and Professional Services (PS) teams deliver measurable customer outcomes at scale. You'll focus on modern web applications integrations and service delivery tools that support GitLab's three strategic customer journeys: AI Modernization Security Modernization and DevOps Modernization. Much of your work will center on building dashboards and assessment tools that make it easier for CS and PS teams to understand track and improve customer adoption.

You'll collaborate closely with Journey Portfolio Leads and CX stakeholders to translate service needs into technical solutions. You'll integrate with enterprise platforms like GitLab Salesforce Gainsight and Kantata. You'll also help drive adoption by creating documentation delivery kits and technical artifacts and by supporting onboarding and troubleshooting for CX Engineering tools. This is a net-new highly impactful role on a small remote-first engineering team. You'll contribute directly to both the CX Engineering platform portfolio and the customer experience. You'll be part of a 'center of excellence' for how GitLab delivers services at scale.

Some examples of our projects include:

• Customer Wins Portal: A smart search engine that helps CX and Sales quickly find relevant customer stories and outcomes.

• Adoption Assessment Platform: A web application that evaluates customer adoption across GitLab capabilities and surfaces actionable insights for customers to take.

• Congregate: A strategic customer data migration tool that streamlines moving customer data into GitLab at scale.

• Evaluate: Instance scanning tool for evaluating GitLab GitHub Bitbucket Server ADO and Jenkins to assist with scoping out services.

What you'll do

• Build and maintain journey-enabling platforms assessment tools dashboards and portals that help Customer Success (CS) and Professional Services (PS) deliver customer outcomes at scale aligned with GitLab's strategic customer journeys (AI Security and DevOps Modernization).

• Design and develop custom applications using modern web technologies (Vue.js React TypeScript Python) deployed on GitLab Pages or cloud infrastructure with a focus on secure well-tested and maintainable code.

• Create and enhance integrations between CX Engineering tools and enterprise platforms such as the GitLab API Salesforce Gainsight and Kantata.

• Implement automation that reduces manual effort in service delivery improves operational efficiency and supports consistent high-quality execution.

• Create delivery kits technical artifacts and documentation that enable CX teams to adopt tools understand architecture and troubleshoot common issues.

• Collaborate with Journey Portfolio Leads and CX stakeholders to translate service requirements into technical solutions and support CS and PS teams through issue triage onboarding sessions and ongoing platform improvements.

What you'll bring

• Proficiency in at least one modern programming language such as Python JavaScript/TypeScript or Ruby.

• Experience building web applications using modern frontend frameworks (Vue.js React or similar).

• Familiarity with REST APIs GraphQL and common integration patterns.

• Experience working with Git GitLab CI/CD and modern DevOps practices.

• Understanding of database technologies (for example MongoDB PostgreSQL or similar).

• Comfort working with cloud platforms (such as GCP or AWS) and containerization tools like Docker.

• Knowledge of the software development life cycle DevOps and DevSecOps practices as well as GitLab’s product capabilities across multiple stages.

• Strong problem-solving communication and collaboration skills with the ability to work effectively in a remote async-first environment.

About the team

On the CX Engineering team we focus on the operational excellence of the entire CX delivery lifecycle so customer journeys run consistently across hundreds of concurrent engagements. We work at the intersection of immediate customer need and technical possibility using what we learn to build tools that solve real problems and inform the product roadmap.

The base salary range for this role’s listed level is currently for residents of the United States only. This range is intended to reflect the role's base salary rate in locations throughout the US. Grade level and salary ranges are determined through interviews and a review of education experience knowledge skills abilities of the applicant equity with other team members alignment with market data and geographic location. The base salary range does not include any bonuses equity or benefits. See more information on our benefits and equity . Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.

United States Salary Range

$85800—$160000 USD