Customer Success Engineer

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

📋 Description

• Offer on-demand technical consultancy and solution guidance via Zoom and written communications, assisting customers in resolving daily challenges and designing as well as implementing GitLab solutions for their DevSecOps workflows.

• Foster product adoption and deliver measurable customer value across APJ accounts to facilitate renewals and expansion efforts.

• Provide technical and architectural advice in areas such as source code management, CI/CD, DevSecOps, and Agile planning to overcome implementation hurdles and enhance adoption.

• Collaborate with Account Executives and Renewals Managers to ensure technical recommendations align with customer goals and account strategies that promote retention and growth.

• Organize and lead customer workshops, demonstrations, and enablement sessions that empower teams to confidently adopt GitLab, driving quantifiable adoption and value while supporting renewals and expansion throughout APJ.

• Maintain and enhance your expertise in GitLab capabilities and pertinent DevSecOps tools, staying updated on the latest product features and trends.

• Contribute to scalable enablement by refining documentation, disseminating knowledge through internal and external channels (such as tutorials or technical content), and mentoring team members and customers to enhance technical competency and adoption.

• Oversee multiple customer engagements simultaneously, prioritizing tasks effectively and communicating status, risks, and next steps to ensure implementations remain on schedule.

⛳️ Requirements

• Proven experience delivering technical consultancy and solution guidance through video calls and written channels, aiding users or customers in the successful adoption of technical solutions.

• Familiarity with DevSecOps workflows and associated practices in areas like source code management, CI/CD, security, and Agile planning, with a capacity for expanding knowledge over time.

• Practical technical experience in software development, systems engineering, or similar environments, or equivalent hands-on experience.

• Excellent communication and collaboration skills, with the ability to articulate complex technical concepts clearly and work effectively with customers, account teams, and cross-functional partners.

• Capability to lead or contribute to workshops, demonstrations, and enablement sessions that instill confidence and promote adoption.

• Ability to handle multiple priorities in a remote, asynchronous setting while clearly communicating status, risks, and next steps.

• Passion for supporting customers across APJ and adapting to diverse cultures, work styles, and levels of technical maturity.

🏝️ 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

• Home office support