Customer Success Engineer

This is a fully remote position, open to applicants in California.

📋 Description

• Interact with customers through Zoom calls and email as a technical consultant throughout the post-sales experience, offering product insights, solution advice, and best-practice recommendations.

• Collaborate with Customer Success Managers to thoroughly implement GitLab use cases, including source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning.

• Provide tailored customer enablement through webinars, hands-on labs, office hours, and on-demand support within a pooled support model, rather than being assigned to a single account.

• Offer technical and architectural advice that facilitates customer adoption of GitLab features and connects technical decisions to their desired outcomes.

• Work closely with Account Executives and Renewals Managers to share expertise that supports customer business goals.

• Create and present workshops, demonstrations, and other reusable enablement materials in partnership with cross-functional teams.

• Develop and sustain specialized knowledge in one or more technologies relevant to GitLab's market focus through training, certification, and the creation of practical examples for both internal and customer use.

• Contribute to customer-facing educational resources, such as GitLab documentation, YouTube content, and enablement initiatives like the Digital Journey.

⛳️ Requirements

• Proven experience supporting one or more GitLab use cases (source code management, continuous integration, continuous delivery, DevSecOps, or Agile Planning) and providing customers with practical, in-depth guidance.

• Strong knowledge of DevSecOps tools or other highly technical tools, with the ability to translate tool capabilities into tangible customer results.

• Technical expertise in software development or systems engineering, with the ability to discuss architecture, workflows, and implementation trade-offs comfortably.

• Capacity to communicate complex technical and organizational concepts clearly in both written and live formats (Zoom calls, workshops, and presentations).

• Experience serving as a trusted technical advisor to customers and business stakeholders in a post-sales context.

• Excellent time management and prioritization abilities, including managing multiple customer engagements and cross-functional requests within a pooled model.

• Commitment to continuous learning, including maintaining specialized knowledge through training, certification, documentation, or the creation of reusable examples; transferable experience from related roles and backgrounds is welcomed.

🏝️ Benefits

• Benefits designed to support your health, finances, and overall well-being.

• Flexible Paid Time Off.

• Team Member Resource Groups.

• Equity Compensation & Employee Stock Purchase Plan.

• Growth and Development Fund.

• Parental Leave.