Customer Success Engineer

About the role

This role involves engaging with customers as a technical consultant after they purchase GitLab. You will provide guidance on product usage, solutions, and best practices, working closely with Customer Success Managers to ensure effective implementation of GitLab features like source code management, continuous integration, and DevSecOps. A key part of the job is delivering practical enablement through various formats, helping customers adopt GitLab capabilities and achieve their business objectives.

The Customer Success Engineer team operates globally and asynchronously, relying on clear documentation and shared resources to stay aligned. You will contribute to improving content and delivery based on insights gained from customer interactions. This position requires a continuous learning mindset, as you will build and maintain expertise in relevant technologies through training and creating working examples for both internal use and customer benefit.

Success in this position means effectively supporting customers through their technical journey with GitLab, acting as a trusted advisor to both technical and business stakeholders. This includes providing architectural guidance, helping customers connect technical decisions to desired outcomes, and collaborating with sales and renewals teams. You will also develop and deliver workshops and demos, contributing to customer-facing learning resources like GitLab documentation and YouTube content.

The annual salary for this role is between $80,500 and $138,000 USD.

Skills that matter here

• DevSecOps tools: You will apply your proficiency with these tools to translate their capabilities into tangible customer outcomes.
• software development: Your background in this area will enable you to discuss architecture, workflows, and implementation tradeoffs with customers.
• systems engineering: Your experience in this field will be crucial for providing technical and architectural guidance to customers.

Who this role suits

• Someone who thrives on explaining complex technical concepts clearly to diverse audiences.
• A person who enjoys acting as a trusted advisor, guiding customers through technical challenges and implementations.
• An individual who is adept at managing multiple customer engagements and cross-functional requests efficiently.
• A professional committed to continuous learning and maintaining expertise in evolving technologies.

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.