Customer Success Engineer

Details

As a Customer Success Engineer, you will help customers achieve measurable value from GitLab after the sale by providing technical product expertise and best-practice guidance. You will be part of the globally distributed Customer Success Engineer team delivering GitLab's On-Demand Success Tier through webinars, hands-on labs, office hours, and on-demand engagements.

This is a pooled model rather than a dedicated-account role. You will collaborate with Customer Success Managers, Account Executives, and Renewals Managers to support implementation, architecture, and use-case adoption across source code management, continuous integration and delivery, DevSecOps, and Agile Planning. The role reports to the Customer Success Engineer Team Manager.

Responsibilities

• Engage with customers through Zoom calls and email as a technical consultant during the post-sales journey.
• Provide product, solution, architectural, 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.
• Connect technical decisions and GitLab capabilities to customer business outcomes.
• Collaborate with Account Executives and Renewals Managers to provide customer-facing technical expertise.
• Develop and deliver workshops, demos, and reusable enablement content.
• Build and maintain specialty competency in technologies aligned with GitLab's market focus through training, certification, and working examples.
• Contribute to customer-facing learning resources, including GitLab documentation, YouTube content, and Digital Journey enablement programs.
• Manage multiple customer engagements and cross-functional requests in a pooled support model.

Requirements

• Experience supporting one or more GitLab use cases, including source code management, continuous integration, continuous delivery, DevSecOps, or Agile Planning.
• Proficiency with DevSecOps tools or adjacent highly technical tooling, with the ability to translate tool capabilities into customer outcomes.
• A technical background in software development or systems engineering.
• 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 acting as a trusted technical advisor to customers and business stakeholders in a post-sales environment.
• Strong time management and prioritization skills.
• A continuous-learning mindset, including maintaining specialty competency through training, certification, documentation, or reusable examples.

Team

GitLab's globally distributed Customer Success Engineer team supports customers in the On-Demand Success Tier. The team collaborates asynchronously through clear documentation and shared enablement assets and continuously improves content and delivery based on customer engagements.

Benefits

• Benefits supporting health, finances, and well-being
• Flexible paid time off
• Team Member Resource Groups
• Equity compensation and Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave