Enable America Jobs

Customer Success Engineer, DACH

Remote, Germany

GitLab is an open core software company that develops the most comprehensive AI-powered DevSecOps Platform (https://about.gitlab.com/solutions/devops-platform) , used by more than 100,000 organizations. Our mission (https://about.gitlab.com/company/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 (https://about.gitlab.com/handbook/using-gitlab-at-gitlab) on our product and staying aligned with our values (https://about.gitlab.com/handbook/values) . Learn more about Life at GitLab (https://vimeo.com/gitlab/gettoknowgitlab) .

The Customer Success Engineer (CSE) role provides deep subject matter expertise on GitLab technical and product solutions and best practices. CSEs provide customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities.

The Senior CSE reports to the Manager/Senior Manager, CSE.

Customer Success Engineer Responsibilities

• Engage with customers, via Zoom calls and emails, in a technical consultancy and advisor role during the post-sales process while providing technical and solution guidance

• Providing 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

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

• Fluent German

How GitLab will support you

• Benefits to support your health, finances, and well-being (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/)

• All remote, asynchronous (https://about.gitlab.com/company/culture/all-remote/asynchronous/) work environment

• Unlimited PTO (https://about.gitlab.com/handbook/paid-time-off/) (paid time off)

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan (https://about.gitlab.com/handbook/stock-options/)

• Growth and development budget (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#growth-and-development-benefit)

• Parental leave (https://about.gitlab.com/handbook/total-rewards/benefits/general-and-entity-benefits/#parental-leave)

• Home office (https://about.gitlab.com/handbook/finance/procurement/office-equipment-supplies/) support

Hiring process

Recruiter Screening

Qualified candidates will be invited to schedule a 30 minute screening call (https://handbook.gitlab.com/handbook/hiring/interviewing/#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 two other team members. This is a 60 minute interview, with the following format:

• Live demonstration based on the guidance provided ahead of the interview by the recruiter

• General discussion and questions from the panel

Executive Interview

Conducted by the Senior Director of Customer Success (https://handbook.gitlab.com/job-families/sales/customer-success-management/#senior-director-of-CSMs) , 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.

Reference and Background Check

Once the candidate has successfully completed all interview stages with positive recommendations at each stage, GitLab will complete reference checks (https://handbook.gitlab.com/handbook/hiring/interviewing/#reference-check-process) and a background check (https://handbook.gitlab.com/handbook/hiring/interviewing/#background-checks) .

Additional details about our process can be found on our hiring page (https://handbook.gitlab.com/handbook/hiring/interviewing/) .

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 (https://about.gitlab.com/company/culture/inclusion/#examples-of-select-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.

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. (https://about.gitlab.com/handbook/hiring/candidate/faq/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 (https://about.gitlab.com/handbook/people-policies/inc-usa/#equal-employment-opportunity-policy) and EEO is the Law (https://about.gitlab.com/handbook/labor-and-employment-notices/#eeoc-us-equal-employment-opportunity-commission-notices) . If you have a disability or special need that requires accommodation (https://about.gitlab.com/handbook/people-policies/inc-usa/#reasonable-accommodation) , please let us know during the recruiting process (https://about.gitlab.com/handbook/hiring/interviewing/#adjustments-to-our-interview-process) .