CX Platform Engineer - AMER

An overview of this role

As a CX Platform Engineer on our CX Engineering team, you'll build and improve the platforms, tools, and automation that help GitLab's Customer Success (CS) and Professional Services (PS) teams deliver measurable customer outcomes at scale. You'll focus on modern web applications, integrations, and service delivery tools that support GitLab's three strategic customer journeys: AI Modernization, Security Modernization, and DevOps Modernization. Much of your work will center on building dashboards and assessment tools that make it easier for CS and PS teams to understand, track, and improve customer adoption.

You'll collaborate closely with Journey Portfolio Leads and CX stakeholders to translate service needs into technical solutions. You'll integrate with enterprise platforms like GitLab, Salesforce, Gainsight, and Kantata. You'll also help drive adoption by creating documentation, delivery kits, and technical artifacts, and by supporting onboarding and troubleshooting for CX Engineering tools. This is a net-new, highly impactful role on a small, remote-first engineering team. You'll contribute directly to both the CX Engineering platform portfolio and the customer experience. You'll be part of a "center of excellence" for how GitLab delivers services at scale.

Some examples of our projects include:

• Customer Wins Portal: A smart search engine that helps CX and Sales quickly find relevant customer stories and outcomes.
• Adoption Assessment Platform: A web application that evaluates customer adoption across GitLab capabilities and surfaces actionable insights for customers to take.
• Congregate: A strategic customer data migration tool that streamlines moving customer data into GitLab at scale.
• Evaluate: Instance scanning tool for evaluating GitLab, GitHub, Bitbucket Server, ADO, and Jenkins to assist with scoping out services.

What you'll do

• Build and maintain journey-enabling platforms, assessment tools, dashboards, and portals that help Customer Success (CS) and Professional Services (PS) deliver customer outcomes at scale, aligned with GitLab's strategic customer journeys (AI, Security, and DevOps Modernization).
• Design and develop custom applications using modern web technologies (Vue.js, React, TypeScript, Python) deployed on GitLab Pages or cloud infrastructure, with a focus on secure, well-tested, and maintainable code.
• Create and enhance integrations between CX Engineering tools and enterprise platforms such as the GitLab API, Salesforce, Gainsight, and Kantata.
• Implement automation that reduces manual effort in service delivery, improves operational efficiency, and supports consistent, high-quality execution