Customer Success Engineer (Onboarding), EMEA

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.

An overview of this role

As a Customer Success Engineer (CSE), Onboarding Specialist you’ll be joining a global team of technical specialists who engage with customers in a pooled model in order to drive product adoption and value realization at scale. As an Onboarding Specialist you’ll work alongside pre and post-sale team members to provide new customers with technical guidance, go in-depth on use case implementation, and demonstrate the value of GitLab product capabilities from day one. This role reports to the Senior Manager, Customer Onboarding.

What You’ll Do  

• Engage with newly onboarded 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
• 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
• Demonstrated 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
• Flexible Paid Time Off 
• Team Mem