GitLab
Customer Success Engineer
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.
Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI 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. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation.
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.
The Intermediate CSE reports to the Manager/Senior Manager, CSE.
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
- All remote, asynchronous work environment
- Flexible PTO (paid time off)
- Team Member Resource Groups
- Equity Compensation & Employee Stock Purchase Plan
- Growth and development budget
- Parental leave
- Home office support
Hiring process
Recruiter Screening
Qualified candidates will be invited to schedule a 30 minute screening call with one of our Global Recruiters.
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.
Panel Interview
The panel interview consists of several members of the Customer Success team. It typically includes the hiring manager and 1-2 other team members. This is a 90 minute interview, with the following format:
- A demo of GitLab based on the guidance provided ahead of the interview by the recruiter
- General discussion and questions from the panel
Executive Interview
Conducted by the 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.
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.
The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.
California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range
$77,000 - $165,500 USD
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.
Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.
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.
GitLab
From planning to production, bring teams together in one application. Ship secure code more efficiently to deliver value faster.
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