Senior CX Platform Engineer

Details

GitLab is seeking a Senior CX Platform Engineer to help Customer Experience teams hand real work to artificial intelligence. This is a software engineering role focused on agentic workflows, Model Context Protocol (MCP) servers, production testing, security, and shared ownership. The role uses Claude Code and GitLab Duo Agent Platform as default development tools.

Responsibilities

• Use Claude Code, GitLab Duo, and other coding agents for planning, implementation, refactoring, testing, reviews, and documentation. Run multiple agents in parallel on well-scoped tasks, critically review their output, and own all production code.
• Build and maintain the team's agent harness, including AGENTS.md conventions, skills, slash commands, hooks, subagent definitions, and continuous integration checks. Measure and share effective practices, publish reusable patterns, and retire ineffective ones.
• Ship agents and multi-step workflows for account research, success planning, scoping, status reporting, and customer onboarding. Package them as skills and plugins for non-engineers using Claude, Claude in Slack, and GitLab Duo Agent Platform.
• Build MCP servers and connectors for governed access to GitLab, Salesforce, Gainsight, Kantata, Thought Industries, Gong, Snowflake, and other enterprise systems.
• Add evaluations, tracing, and human-in-the-loop checkpoints to keep internal and customer-facing agents measurable, auditable, and safe with customer data.
• Evolve the CX Application Platform gateway and AWS infrastructure, including ECS, RDS, Lambda, Terraform configuration, application scaffolding, and deployment paths.
• Own applications such as PS Compass, Congregate, GitLab University, and their integrations. Document build-versus-buy and consolidation-or-sunset decisions.
• Ship production-quality Python and TypeScript through GitLab CI/CD with tests, observability, security reviews, and runbooks.
• Design applications for handoff with documentation, monitoring, and shared ownership.
• Prototype with Customer Success, Digital Success, Professional Services, Education Services, and Training teams. Help CX team members bring applications to production and turn field learning into reusable reference implementations, development paths, and enablement materials.
• Contribute upstream to GitLab, share product feedback with Product and Engineering, mentor engineers and non-engineers on agentic development, and raise the code review bar.

Requirements

• Experience building and operating production software, owning multi-quarter work from ambiguity through production, selecting reusable platform solutions over one-off customization where appropriate, and designing for handoff.
• Daily hands-on experience using coding agents such as Claude Code, Cursor, Codex, GitLab Duo, or similar for production work.
• Experience building with large language models beyond chat, including tool use, MCP servers, agent loops, context and retrieval design, prompt and workflow design, and evaluations.
• Strong Python skills with FastAPI or Flask and TypeScript skills with Vue or React.
• Experience with API design, authentication, authorization, and secure handling of customer and business data.
• Hands-on experience with AWS ECS, RDS, and Lambda, Terraform, Docker, and applications running behind single sign-on systems such as Okta.
• Experience integrating enterprise systems through REST and GraphQL APIs.
• Fluency with Git, merge requests, and CI/CD.
• Experience translating non-engineering stakeholders' workflows into technical plans and writing clear asynchronous design documents, decision records, and enablement materials.
• Alignment with GitLab's values and willingness to use GitLab for personal work.
• Optional experience includes agent harness customization; the GitLab Development Kit; Duo Agent Platform custom agents and flows; AI Catalog publishing; enterprise agent governance and data controls; Salesforce, Gainsight, Kantata, or Thought Industries; professional services economics and customer success metrics; Snowflake or similar data warehouses; and technical writing, talks, or open-source contributions related to agentic development.
• Candidates with varying levels of experience are welcome and do not need to meet every optional qualification.

Team

CX Platform Engineering builds and runs CX applications for Customer Success, Digital Success, Professional Services, Education Services, and Training. The team owns the CX Application Platform gateway and infrastructure, along with applications including GitLab University, the Foundational Onboarding Agent in GitLab Duo Agent Platform, Congregate, PS Compass, and Customer Wins. The team builds initial versions with the people doing the work, turns learnings into reusable patterns, and hands them off for ongoing operation.

Compensation

The United States base salary range is $139,200–$235,200 USD. The range does not include bonuses, equity, or benefits. Salary is determined based on factors including education, experience, knowledge, skills, abilities, internal equity, market data, and geographic location.

Benefits

• Health, financial, and well-being benefits
• Flexible paid time off
• Team Member Resource Groups
• Equity compensation and Employee Stock Purchase Plan
• Growth and Development Fund
• Parental leave

GitLab hires team members in countries around the world. All roles are remote, although some roles may have location-based eligibility requirements. GitLab is an equal opportunity workplace and provides reasonable accommodations during the recruiting process.