Customer Success Engineer

As a Customer Success Engineer you'll help customers get real measurable value from GitLab after the sale by providing technical product expertise and best practice guidance. You'll be part of the customer success engineer team that delivers GitLab's On-Demand Success Tier through webinars hands-on labs office hours and on-demand engagements.

This is a pooled model so you won't be dedicated to a specific set of accounts. You'll collaborate closely with Customer Success Managers Account Executives and Renewals Managers to support implementation architecture and use case adoption across GitLab's key workflows including source code management continuous integration and delivery DevSecOps and Agile Planning. You'll report to the Customer Success Engineer Team Manager and your first-year outcomes will focus on building trusted advisor relationships enabling successful customer implementations and creating reusable workshops and technical content that helps customers adopt GitLab at scale.

• Engage with customers via Zoom calls and email as a technical consultant during the post-sales journey providing product solution and best-practice guidance.
• Partner with Customer Success Managers to go deep on GitLab use case implementation (for example: source code management continuous integration continuous delivery DevSecOps and Agile Planning).
• Deliver practical customer-specific enablement through webinars hands-on labs office hours and on-demand engagements in a pooled support model (not dedicated to a single account)
• Provide technical and architectural guidance that helps customers adopt GitLab capabilities and connect technical decisions to the outcomes they care about.
• Align with Account Executives and Renewals Managers to share customer-facing subject matter expertise that supports customer business objectives
• Develop and deliver workshops demos and other reusable enablement content in collaboration with cross-functional partners.
• Build and maintain specialty competency in one or more technologies aligned to GitLab's market focus through training certification and creating working examples for internal and customer use.
• Contribute to customer-facing learning resources including GitLab documentation YouTube content and enablement programs such as the Digital Journey.

• Experience supporting one or more GitLab use cases (source code management continuous integration continuous delivery DevSecOps or Agile Planning) and enabling customers with practical in-depth guidance.
• Proficiency with DevSecOps tools or adjacent highly technical tooling with the ability to translate tool capabilities into customer outcomes.
• Technical background in software development or systems engineering including comfort discussing architecture workflows and implementation tradeoffs.
• Ability to communicate complex technical and organizational topics clearly in writing and live settings (Zoom calls workshops and presentations).
• Experience operating as a trusted technical advisor to customer and business stakeholders in a post-sales environment.
• Strong time management and prioritization skills including the ability to juggle multiple customer engagements and cross-functional requests in a pooled model.
• Continuous learning mindset including maintaining specialty competency through training certification documentation or creation of reusable examples; we welcome transferable experience from related roles and backgrounds.

We're a globally distributed customer success engineer (CSE) team supporting customers in GitLab's On-Demand Success Tier. We collaborate asynchronously and stay aligned through clear documentation and shared enablement assets. We continuously improve our content and delivery based on what we learn from customer engagements.

What We Do

GitLab is an open core software company that develops the most comprehensive DevSecOps Platform used by more than 100000 organizations. Our mission makes it clear that we believe in a world where everyone can contribute. We make that possible at GitLab by running our operations on our product and staying aligned with our values. We strive to create a transparent environment where all team members around the world feel that their voices are heard and welcomed. We also aim to be a place where people can show up as their full selves each day and contribute their best.

Why Work With Us

We’ve got big ambitions to make GitLab the most comprehensive AI-powered DevSecOps platform and need skilled contributors to get us there. At GitLab your contributions shape the future of software development at a time when AI is changing the way software is built. Together we're building the most comprehensive AI-powered DevSecOps platform.

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