CX Platform Engineer

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 Git Lab's Customer Success (CS) and Professional Services (PS) teams deliver measurable customer outcomes 'll focus on modern web applications, integrations, and service delivery tools that support Git Lab's three strategic customer journeys: AI Modernization, Security Modernization, and Dev Ops 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 Git Lab, 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 Git Lab delivers services at scale.

• 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 Git Lab capabilities and surfaces actionable insights for customers to take.
• Congregate: A strategic customer data migration tool that streamlines moving customer data into Git Lab at scale.
• Evaluate:
  Instance scanning tool for evaluating Git Lab, Git Hub, Bitbucket Server, ADO, and Jenkins to assist with scoping out services.

• 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 Git Lab's strategic customer journeys (AI, Security, and Dev Ops Modernization).
• Design and develop custom applications using modern web technologies (Vue.js, React, Type Script, Python) deployed on Git Lab 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 Git Lab API, Salesforce, Gainsight, and Kantata.
• Implement automation that reduces manual effort in service delivery, improves operational efficiency, and supports consistent, high-quality execution.
• Create delivery kits, technical artifacts, and documentation that enable CX teams to adopt tools, understand architecture, and troubleshoot common issues.
• Collaborate with Journey Portfolio Leads and CX stakeholders to translate service requirements into technical solutions, and support CS and PS teams through issue triage, onboarding sessions, and ongoing platform improvements.

• Proficiency in at least one modern programming language, such as Python, JavaScript/Type Script, or Ruby.
• Experience building web applications using modern frontend frameworks (Vue.js, React, or similar).
• Familiarity with REST APIs, Graph
  
  QL, and common integration patterns.
• Experience working with Git, Git Lab CI/CD, and modern Dev Ops practices.
• Understanding of database technologies (for example, Mongo
  
  DB, Postgre
  
  SQL, or similar).
• Comfort working with cloud platforms (such as GCP or AWS) and containerization tools like Docker.
• Knowledge of the software development life cycle, Dev Ops, and Dev Sec Ops  practices, as well as Git Lab’s product capabilities across multiple stages.
• Strong problem-solving, communication, and collaboration skills, with the ability to work effectively in a remote, async-first environment.

On the CX Engineering team, we focus on the operational excellence of the entire CX delivery lifecycle so customer journeys run consistently across hundreds of concurrent engagements. We work at the intersection of immediate customer need and technical…