CX Platform Engineer - AMER

GitLab; Remote; IDR 1.005.193.000 - 1.507.791.000; Full time

Job summary

A leading software company is seeking a CX Platform Engineer to enhance customer services through innovative tools and platforms. This role involves building solutions that assist Customer Success and Professional Services teams while integrating with key enterprise platforms. Ideal candidates will have experience in modern web development, familiarity with REST APIs, and knowledge of DevOps practices. The position emphasizes collaboration within a remote-first environment and offers the opportunity to drive significant customer outcomes.

Qualifications

• Experience with modern frontend frameworks (Vue.js, React).
• Understanding of common integration patterns.
• Knowledge of the software development life cycle.

Responsibilities

• Build and maintain journey-enabling platforms and dashboards.
• Design and develop custom applications using modern web technologies.
• Create and enhance integrations between CX Engineering tools and enterprise platforms.
• Implement automation to reduce manual effort in service delivery.
• Collaborate with Journey Portfolio Leads to translate service requirements into technical solutions.

Skills

Experience building web applications using modern frontend frameworks

Familiarity with REST APIs and GraphQL

Experience working with Git and GitLab CI/CD

Understanding of database technologies (MongoDB, PostgreSQL)

Comfort with cloud platforms (GCP or AWS)

Knowledge of DevOps and DevSecOps practices

Strong problem-solving and communication skills

Job description

GitLab is an open-core software company that develops the most comprehensive AI-powered DevSecOps Platform, used by more than 100,000 organizations. Our mission is to enable everyone to contribute to and co-create the software that powers our world. When everyone can contribute, consumers become contributors, significantly accelerating human progress. Our platform unites teams and organizations, breaking down barriers and redefining what\'s possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits at every stage of the SDLC.

The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

An overview of this role

As a CX Platform Engineer on our CX Engineering team, you\'ll build and improve the platforms, tools, and automation that help GitLab\'s Customer Success (CS) and Professional Services (PS) teams deliver measurable customer outcomes at scale. You\'ll focus on modern web applications, integrations, and service delivery tools that support GitLab\'s three strategic customer journeys: AI Modernization, Security Modernization, and DevOps Modernization. Much of your work will center on building dashboards and assessment tools that make it easier for CS and PS teams to understand, track, and improve customer adoption.

You\'ll collaborate closely with Journey Portfolio Leads and CX stakeholders to translate service needs into technical solutions. You\'ll integrate with enterprise platforms like GitLab, Salesforce, Gainsight, and Kantata. You\'ll also help drive adoption by creating documentation, delivery kits, and technical artifacts, and by supporting onboarding and troubleshooting for CX Engineering tools. This is a net-new, highly impactful role on a small, remote-first engineering team. You\'ll contribute directly to both the CX Engineering platform portfolio and the customer experience. You\'ll be part of a "center of excellence" for how GitLab delivers services at scale.

Some examples of our projects include:

• Customer Wins Portal: A smart search engine that helps CX and Sales quickly find relevant customer stories and outcomes.
• Adoption Assessment Platform: A web application that evaluates customer adoption across GitLab capabilities and surfaces actionable insights for customers to take.
• Congregate: A strategic customer data migration tool that streamlines moving customer data into GitLab at scale.
• Evaluate: Instance scanning tool for evaluating GitLab, GitHub, Bitbucket Server, ADO, and Jenkins to assist with scoping out services.

What you\'ll do

• Build and maintain journey-enabling platforms, assessment tools, dashboards, and portals that help Customer Success (CS) and Professional Services (PS) deliver customer outcomes at scale, aligned with GitLab\'s strategic customer journeys (AI, Security, and DevOps Modernization).
• Design and develop custom applications using modern web technologies (Vue.js, React, TypeScript, Python) deployed on GitLab Pages or cloud infrastructure, with a focus on secure, well-tested, and maintainable code.
• Create and enhance integrations between CX Engineering tools and enterprise platforms such as the GitLab API, Salesforce, Gainsight, and Kantata.
• Implement automation that reduces manual effort in service delivery, improves operational efficiency, and supports consistent, high-quality execution.
• Create delivery kits, technical artifacts, and documentation that enable CX teams to adopt tools, understand architecture, and troubleshoot common issues.
• Collaborate with Journey Portfolio Leads and CX stakeholders to translate service requirements into technical solutions, and support CS and PS teams through issue triage, onboarding sessions, and ongoing platform improvements.

What you\'ll bring

• Experience building web applications using modern frontend frameworks (Vue.js, React, or similar).
• Familiarity with REST APIs, GraphQL, and common integration patterns.
• Experience working with Git, GitLab CI/CD, and modern DevOps practices.
• Understanding of database technologies (for example, MongoDB, PostgreSQL, or similar).
• Comfort working with cloud platforms (such as GCP or AWS) and containerization tools like Docker.
• Knowledge of the software development life cycle, DevOps, and DevSecOps practices, as well as GitLab’s product capabilities across multiple stages.
• Strong problem-solving, communication, and collaboration skills, with the ability to work effectively in a remote, async-first environment.

About the team

On the CX Engineering team, we focus on the operational excellence of the entire CX delivery lifecycle so customer journeys run consistently across hundreds of concurrent engagements. We work at the intersection of immediate customer need and technical possibility, using what we learn to build tools that solve real problems and inform the product roadmap.

GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information, discharge status from the military, protected veteran status, or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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