Customer Success Engineer - West

About the Role

The role is part of a pooled model, where you will not be dedicated to a specific set of accounts. Instead, you will have the opportunity to work with a variety of customers, providing technical and architectural guidance to help them adopt Gitlab capabilities and achieve their business objectives. You will report to the Customer Success Engineer Team Manager and will be expected to build trusted advisor relationships with customers, enable successful customer implementations, and create reusable workshops and technical content.

Gitlab is a leader in the DevSecOps industry, with a strong focus on innovation and customer success. The company's values of transparency, collaboration, and continuous learning are reflected in its high-performance culture, where team members are encouraged to reach their full potential while collaborating with industry leaders to solve complex problems.

What You Will Do

• Engage with customers via Zoom calls and email as a technical consultant during the post-sales journey, providing product, solution, and best-practice guidance.
• Partner with Customer Success Managers to go deep on Gitlab use case implementation, including source code management, continuous integration, continuous delivery, DevSecOps, and Agile Planning.
• Deliver practical, customer-specific enablement through webinars, hands-on labs, office hours, and on-demand engagements in a pooled support model.
• Provide technical and architectural guidance to help customers adopt Gitlab capabilities and achieve their business objectives.
• Align with Account Executives and Renewals Managers to share customer-facing subject matter expertise that supports customer business objectives.
• Develop and deliver workshops, demos, and other reusable enablement content in collaboration with cross-functional partners.
• Build and maintain specialty competency in one or more technologies aligned to Gitlab's market focus through training, certification, and creating working examples for internal and customer use.
• Collaborate with the customer success team to identify and prioritize customer needs and develop strategies to address them.

What We Are Looking For

• 3+ years of experience in a technical consulting or customer success role, preferably in the DevSecOps industry.
• Strong technical background in DevSecOps, with expertise in one or more of the following areas: source code management, continuous integration, continuous delivery, and Agile Planning.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Experience with cloud-based technologies, such as AWS or Azure, and containerization technologies, such as Docker.
• Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions.
• Experience with customer success platforms, such as Gainsight or Totango, and CRM systems, such as Salesforce.

Nice to Have

• Experience with AI and machine learning technologies, and their application in DevSecOps.
• Certification in DevSecOps, such as the DevSecOps Foundation Certification.
• Experience with Agile development methodologies, such as Scrum or Kanban.
• Strong understanding of cloud security and compliance frameworks, such as HIPAA or PCI-DSS.

Benefits and Perks

• Competitive salary and benefits package, including health, dental, and vision insurance, and a 401(k) retirement plan.
• Opportunity to work with a leader in the DevSecOps industry, with a strong focus on innovation and customer success.
• Flexible, remote work environment, with the ability to work from anywhere in the US.
• Access to a wide range of training and development opportunities, including certification programs and conferences.
• Collaborative, dynamic work environment, with a strong focus on teamwork and communication.
• Opportunity to work with a variety of customers, providing technical and architectural guidance to help them achieve their business objectives.
• Recognition and reward for outstanding performance, including bonuses and stock options.
• Access to the latest technologies and tools, including Gitlab's suite of DevSecOps products.

• Tip: Make sure you have a strong understanding of DevSecOps principles and practices, and be prepared to provide specific examples of your experience in the field.
• Be prepared to talk about your experience with cloud-based technologies, such as AWS or Azure, and containerization technologies, such as Docker.
• Show a willingness to learn and adapt to new technologies and processes, and be open to feedback and constructive criticism.
• Be prepared to provide examples of your problem-solving skills, and how you have analyzed and resolved complex technical issues in the past.
• Tip: Make sure your resume and online profiles are up-to-date, and highlight your technical skills and experience in the DevSecOps industry.
• Be prepared to talk about your experience with customer success platforms, such as Gainsight or Totango, and CRM systems, such as Salesforce.
• Show a strong understanding of the importance of communication and collaboration in a remote work environment, and be prepared to provide examples of how you have worked effectively with remote teams in the past.