Customer Success Engineer - Japan

About the Role

The Customer Success Engineer role is crucial in helping customers improve adoption, unblock implementations, and apply DevSecOps best practices across the software delivery lifecycle. You will be working in a remote, asynchronous environment, which requires strong communication skills, the ability to work independently, and a passion for solving complex technical problems.

Gitlab's high-performance culture is driven by its values and continuous knowledge exchange, enabling team members to reach their full potential while collaborating with industry leaders to solve complex problems. As a Customer Success Engineer, you will be an integral part of this culture, contributing to the broader team by sharing learnings through documentation and enablement content, while mentoring team members and customers through complex technical challenges.

What You Will Do

• Provide on-demand technical consultancy and solution guidance through Zoom and written channels, helping customers solve day-to-day issues and design and implement GitLab solutions for their DevSecOps workflows.
• Drive product adoption and measurable customer value across APJ accounts to support renewals and expansion.
• Deliver technical and architectural guidance across source code management, CI/CD, DevSecOps, and Agile planning to unblock implementations and improve adoption.
• Partner with Account Executives and Renewals Managers to align technical recommendations to customer objectives and account plans that support retention and growth.
• Plan and lead customer workshops, demos, and enablement sessions that help teams adopt GitLab confidently and drive measurable adoption and value, supporting renewals and expansion across APJ.
• Maintain and grow your specialty competency in GitLab capabilities and relevant DevSecOps technologies.
• Share learnings through documentation and enablement content to contribute to the broader GitLab team.
• Mentor team members and customers through complex technical challenges.
• Collaborate with cross-functional teams to ensure alignment and effective support for customers.

What We Are Looking For

• Strong technical expertise in DevSecOps and cloud technologies, with experience in source code management, CI/CD, and Agile planning.
• Excellent communication and interpersonal skills, with the ability to work effectively with customers, Account Executives, and Renewals Managers.
• Experience working in a customer-facing role, with a strong understanding of customer needs and goals.
• Ability to work independently in a remote, asynchronous environment, with strong time management and organizational skills.
• Strong problem-solving skills, with the ability to troubleshoot complex technical issues.
• Experience with GitLab or similar platforms, with a strong understanding of DevSecOps principles and practices.
• Ability to learn quickly, adapt to new technologies, and stay up-to-date with industry trends and developments.

Nice to Have

• Experience with AI-powered tools and technologies, with a strong understanding of how AI can be applied to drive efficiency, innovation, and impact.
• Certification in DevSecOps, cloud technologies, or related fields.
• Experience working in a high-performance culture, with a strong understanding of how to contribute to and thrive in such an environment.
• Knowledge of Japanese language and culture, with experience working with customers in the APJ region.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a high-performance team and contribute to the growth and success of Gitlab.
• Collaborative and dynamic work environment, with a strong focus on knowledge sharing and continuous learning.
• Flexible working hours and remote work options, with a stipend for home office setup and equipment.
• Access to the latest technologies and tools, with opportunities for professional growth and development.
• Comprehensive health and wellness package, with mental health support and employee assistance programs.
• Generous PTO and holiday package, with flexible scheduling and work-life balance.

• Tip: Highlight your technical expertise in DevSecOps and cloud technologies, and be prepared to provide examples of how you have applied these skills in previous roles.
• Tip: Showcase your excellent communication and interpersonal skills, and be prepared to demonstrate how you have worked effectively with customers, Account Executives, and Renewals Managers in previous roles.
• Tip: Emphasize your ability to work independently in a remote, asynchronous environment, and highlight your strong time management and organizational skills.
• Tip: Be prepared to discuss your experience with GitLab or similar platforms, and demonstrate your understanding of DevSecOps principles and practices.
• Tip: Research Gitlab's values and culture, and be prepared to discuss how you can contribute to and thrive in a high-performance culture.
• Tip: Prepare examples of how you have applied AI-powered tools and technologies in previous roles, and be prepared to discuss the potential applications of AI in driving efficiency, innovation, and impact.