Customer Success Engineer

GitLab

7h•$93,600 - $158,400•Remote

About The Position

As a Customer Success Engineer, you help customers get measurable value from GitLab after the sale by providing technical product expertise and best-practice guidance. You are part of the team delivering GitLab's On-Demand Success Tier through webinars, hands-on labs, office hours, and on-demand engagements. The role operates in a pooled model rather than supporting a dedicated set of accounts. You collaborate closely with Customer Success Managers, Account Executives, and Renewals Managers on implementation, architecture, and use-case adoption across source code management, continuous integration and delivery, DevSecOps, and Agile Planning. You report to the Customer Success Engineer Team Manager. First-year outcomes focus on building trusted-advisor relationships, enabling successful customer implementations, and creating reusable workshops and technical content to support adoption at scale. The globally distributed team works asynchronously and stays aligned through clear documentation and shared enablement assets. The team continuously improves its content and delivery based on customer engagements. GitLab roles are remote, though some roles may have location-based eligibility requirements.

Requirements

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, and 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, including Zoom calls, workshops, and presentations.
Experience serving 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 manage multiple customer engagements and cross-functional requests in a pooled model.
Continuous-learning mindset, including maintaining specialty competency through training, certification, documentation, or reusable examples.

Responsibilities

Engage with customers through 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 on GitLab use-case implementation, including source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning.
Deliver 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 desired outcomes.
Align with Account Executives and Renewals Managers to provide customer-facing subject-matter expertise supporting customer business objectives.
Develop and deliver workshops, demos, and reusable enablement content with cross-functional partners.
Build and maintain specialty competency in one or more technologies aligned with GitLab's market focus through training, certification, and working examples for internal and customer use.
Contribute to customer-facing learning resources, including GitLab documentation, YouTube content, and programs such as the Digital Journey.