Customer Success Engineer

The Customer Success Engineering team focuses on the themes of align, enable, and expand. In this role, the Customer Success Engineer (CSE) provides subject matter expertise on GitLab technical and product solutions and best practices. CSEs work alongside CSMs to provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.

What you'll do

• Engage with customers, through Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance
• Provide technical, architectural and best practice guidance
• Drive the achievement of measurable value (business outcomes), leading to product adoption, renewal, and expansion
• Align with Account Executives and Renewals Managers to provide customer-facing subject matter expertise based on the customer’s business objectives
• Focus on solution-based programs that are customized to fit an individual customer’s needs
• Develop and collaborate on customer workshops, demos, and other enablement
• Maintain specialty competency in one or more technologies related to GitLab’s market focus through activities such as training, certification and creation of working examples for reuse internally and by customers and partners
• Continuously improve professional skills with a focus on personal mastery and team learning through activities such as training, reading and seeking mentorship from others
• Contributes to our docs, YouTube channel, and other enablement programs such as the Digital Journey

What you'll bring

• Experience with a GitLab use case (SCM, CI, CD, DevSecOps, Agile Planning) to provide in-depth customer guidance and enablement
• Proficiency using DevSecOps tools or highly technical tooling in adjacent fields
• Specialize in GitLab use cases to provide in-depth guidance and enablement to customers of all sizes, including large enterprise organizations
• Technical experience in development or systems engineering
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions
• Have demonstrated the ability to become a trusted technical advisor to customer and business leaders
• Exceptional verbal, presentation, and written communication skills
• Excellent time management and ability to work with several different teams at any given time

How GitLab will support you

• Benefits to support your health, finances, and 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

Hiring process

Candidates for this position can expect the hiring process to follow the order below. Please keep in mind that candidates can be declined from the position at any stage of the process. To learn more about someone who may be conducting the interview, find their job title on our team page.

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.

Written Assessment

The assessment is a written questionnaire, completed and submitted prior to interviews with members of the Customer Success team. The Recruiter working with the candidate will provide the written assessment following a successful recruiter screening interview.

Hiring Manager Interview

The hiring manager interview is the first of the interviews with the Customer Success team. This interview is with the manager of the team the candidate is applying to join. It is a 45 minute interview.

Peer Interview

The peer interview is conducted by an individual contributor who is a member of the team the candidate is applying to join. Peer interviewers are selected by the hiring manager. This is a 30-45 minute interview.

Panel Interview

The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and two other team members. This is a 60 minute interview, with the following format:

• Live demonstration based on the guidance provided ahead of the interview by the recruiter
• General discussion and questions from the panel

Executive Interview

Conducted by the Senior Director of Customer Success, this is a discussion with the candidate as a final assessment interview to evaluate the candidate’s suitability for the role. This is a 30 minute interview.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks and a background check.

Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.