Senior CX Platform Engineer

About GitLab

GitLab is a comprehensive DevSecOps orchestration platform trusted by over 50 million users, including more than half of the Fortune 100 companies, to accelerate secure software delivery. We foster a high-performance culture driven by innovation, collaboration, and continuous knowledge sharing, where AI is integrated daily to boost productivity and impact.

Role Overview

The Senior CX Platform Engineer contributes to GitLab's Customer Experience teams by developing AI-powered workflows and systems using advanced coding agents like Claude Code and GitLab Duo Agent Platform. This role focuses on hands-on software engineering including building, testing, securing, and operating production-quality AI-based tools and integrations.

Primary Responsibilities

• Develop software using Claude Code, GitLab Duo, and other coding agents for all stages including planning, implementation, testing, and documentation; review agent outputs critically and maintain ownership over production code.
• Maintain and improve the team’s agent harness, including shared conventions, commands, hooks, and continuous integration testing; document reusable patterns and retire ineffective ones.
• Create and deploy agents and multi-stage workflows supporting account research, scoping, onboarding, and reporting, making them accessible as skills and plugins for non-engineers across multiple platforms.
• Design and operate Model Context Protocol (MCP) servers and connectors for secure access to enterprise systems such as GitLab, Salesforce, Gainsight, Kantata, and Snowflake, incorporating auditing, evaluations, and human review for safety.
• Manage the CX Application Platform’s infrastructure on AWS, including Elastic Container Service, RDS, Lambda, and Terraform, overseeing applications like PS Compass and GitLab University with documentation of technical decisions.
• Deliver production-grade Python and TypeScript code with CI/CD pipelines including tests, security audits, observability, and runbooks, emphasizing well-documented handoff-ready applications.
• Rapidly prototype applications in collaboration with various CX teams and help transition learnings into reusable, production-level implementations and enablement resources.
• Contribute feedback to GitLab’s main product development and mentor both engineers and non-engineers on agentic software development and higher code review standards.

Required Qualifications

• Proven success in building and managing production software projects from initiation through deployment, favoring reusable platform technologies over bespoke solutions.
• Experienced daily user of AI coding agent tools such as Claude Code, GitLab Duo, or equivalents in a production environment.
• Hands-on expertise with large language models beyond conversational use, including designing tool-based workflows, context handling, prompt engineering, and performance evaluation.
• Strong programming skills in Python (preferably with FastAPI or Flask) and TypeScript (using Vue or React), including secure API design with proper authentication and authorization.
• Practical knowledge of AWS services like ECS, RDS, and Lambda, plus infrastructure automation with Terraform and container technologies like Docker; familiar with single sign-on systems such as Okta.
• Experienced in integrating enterprise systems via REST and GraphQL APIs, working with Git, merge requests, and CI/CD pipelines.
• Ability to translate workflows of non-technical stakeholders into technical plans, produce clear asynchronous design documents and enablement materials, and proficient in using GitLab for project work.

Preferred Skills (Optional)

• Customization of AI agent harnesses and development with GitLab Development Kit and Duo Agent Platform.
• Governance and control measures for enterprise AI agents and data security.
• Familiarity with customer success platforms like Salesforce, Gainsight, Kantata, or Thought Industries.
• Knowledge of customer success metrics and professional services economics.
• Experience with data warehouses such as Snowflake.
• Technical writing, presentations, or open-source contributions related to agentic development.

Team Information

The CX Platform Engineering team develops and maintains applications supporting Customer Success and related departments, focusing on building scalable tools alongside users and creating reusable patterns for broad adoption. They champion shared ownership and sustainability over individual heroics.

Additional Information

The base salary range given ($139,200 to $235,200 USD) applies primarily to US residents and is determined by multiple factors including education, experience, and market data. This range excludes bonuses, equity, and benefits, which include comprehensive health, financial wellness, paid time off, parental leave, employee stock purchase plans, and more. GitLab is committed to equal opportunity employment and encourages applications from diverse backgrounds. The position is fully remote and open worldwide with some location-based hiring guidelines.