Customer Success Engineer - APJ

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 human progress. Our platform unites teams and organizations, breaking down barriers and redefining what's possible in software development. Thanks to products like Duo Enterprise and Duo Agent Platform, customers get AI benefits 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, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software.

Customer Success Engineer, APJ

As a Customer Success Engineer, you'll expand your impact by partnering with GitLab's customers across APJ to help them get measurable value from GitLab through technical guidance and proactive enablement. This role is ideal for a developer or systems engineer looking to transition into customer success while leveraging your deep technical expertise in DevSecOps and cloud technologies. You'll serve as a trusted technical advisor, partnering with customers over Zoom and email to improve adoption, and apply DevSecOps best practices across the software delivery lifecycle. Working closely with Account Executives and Renewals Managers, you'll align technical recommendations to customer goals and help support renewals and expansion by demonstrating outcomes. You'll also contribute back to the broader GitLab team by sharing learnings through documentation and enablement content, while mentoring colleagues and customers through complex technical challenges. This role is a strong fit for someone who enjoys solving complex technical problems, communicating clearly, and thriving in a remote, asynchronous environment—and is eager to grow, with strong mentorship and support from a collaborative team, into customer-facing technical leadership.
Some examples of our projects:

• Providing on-demand technical consultancy through Zoom calls and written support to help customers design and implement GitLab solutions for their DevSecOps workflows

• Leading demos, and enablement sessions that drive measurable product adoption and value realization, supporting renewals and expansion across APJ

What you'll do

• Provide technical consultancy and solution guidance to customers through Zoom calls and written communication, helping them solve day-to-day challenges with GitLab.

• Drive measurable customer value and product adoption that supports renewals and expansion, with a focus on the group across APJ.

• Deliver technical, architectural, and best practice guidance for GitLab use cases across source code management, continuous integration and continuous delivery, DevSecOps, and Agile planning.

• Partner closely with Account Executives and Renewals Managers to align technical recommendations to customer objectives and account plans.

• Plan and deliver customer workshops, demos, and enablement sessions to help teams adopt GitLab effectively and confidently.

• Maintain and grow your specialty competency in GitLab capabilities and relevant DevSecOps tooling, staying current on new product features and patterns.

• Contribute to scalable enablement by improving documentation and sharing knowledge through internal and external channels (for example, tutorials or technical content).

• Mentor and support colleagues and customers as they develop technical competency, fostering a culture of continuous learning and growth.

• Manage multiple customer engagements in parallel, prioritizing effectively and communicating status, risks, and next steps to customers and internal stakeholders.

Ideally, you'll have some of the following

• Ideally some experience providing technical consultancy and solution guidance to customers through video calls and written channels.

• Familiarity with GitLab use cases across source code management, continuous integration and continuous delivery (CI/CD), DevSecOps, and Agile planning (you don't need to know all of these deeply).

• Some hands-on experience with DevSecOps and adjacent technical tooling, or strong foundational knowledge to learn these areas.

• A background in software development, systems engineering, or a related technical field (or equivalent hands-on technical experience).

• Experience driving meaningful outcomes for customers or end-users, or a track record of making an impact in technical projects.

• Comfort collaborating with account and sales teams to align technical solutions with business objectives.

• Interest in developing and delivering technical workshops, demos, or enablement sessions (or eagerness to learn this skill).

• Strong communication skills, with the ability to explain complex technical topics clearly in writing and verbally.

• Ability to juggle multiple priorities and manage time effectively in a remote, asynchronous environment.

• Interest in supporting customers across APJ and willingness to adapt your communication style to different cultures and working styles.

In this role, you'll support the customer group across APJ, delivering workshops, demos, and best-practice guidance while contributing back to shared documentation and enablement resources.

For more on how this team works see here https://handbook.gitlab.com/handbook/customer-success/csm/segment/

How GitLab will support you

• Benefits to support your health, finances, and well-being

• Flexible Paid Time Off

• Team Member Resource Groups

• Equity Compensation & Employee Stock Purchase Plan

• Growth and Development Fund

• Parental leave

• Home office support

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.

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.