Customer Success Engineer

About the role

In this role, you will engage with customers as a technical consultant, assisting them in effectively using GitLab products. Your responsibilities include delivering enablement through webinars and hands-on labs, as well as providing architectural guidance that aligns with customer business objectives.

You will work within a globally distributed Customer Success Engineer team, collaborating asynchronously to improve customer engagement continuously. Success in this position means effectively helping customers adopt GitLab capabilities while developing specialized knowledge in relevant technologies.

The salary for this role ranges from $80,500 to $138,000 USD, depending on experience and qualifications.

Skills that matter here

• DevSecOps tools: You will use your proficiency in DevSecOps tools to guide customers in achieving their desired outcomes.
• software development: A background in software development will help you discuss architectural and workflow decisions with customers.
• systems engineering: Your technical background in systems engineering will be valuable in providing comprehensive support to customers.

Who this role suits

• You have experience as a technical advisor in a post-sales environment.
• You are comfortable communicating complex technical topics clearly.
• You manage your time well and can handle multiple customer engagements effectively.
• You have a mindset geared towards continuous learning and improvement.

From the employer

• 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 (e.g., 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.
• 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; transferable experience from related roles and backgrounds is welcomed.