Customer Success Engineer

GitLab; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Engineer to provide expert guidance on technical solutions and product capabilities. In this dynamic role, you will engage with customers through various channels, offering tailored consultancy and support that drives product adoption and business outcomes. Your expertise in GitLab and DevSecOps will empower organizations to leverage cutting-edge solutions effectively. Join a forward-thinking team that values collaboration and continuous learning, and make a significant impact on customer success in a fully remote work environment.

Qualifications

• Experience with GitLab use cases for customer guidance.
• Proficiency in DevSecOps tools and technical tooling.

Responsibilities

• Engage with customers for technical consultancy during post-sales.
• Provide architectural and best practice guidance.

Skills

Technical Communication

Customer Engagement

DevSecOps

Problem Solving

Time Management

Education

Bachelor's Degree in Computer Science or related field

Tools

GitLab

Zoom

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.

The Customer Success Engineer (CSE) role 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.

Customer Success Engineer Responsibilities

• 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.
• Contribute to our docs, YouTube channel, and other enablement programs such as the Digital Journey.

Customer Success Engineer Requirements

• 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.

Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.

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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, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), 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 and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.