Intermediate Support Engineer (SHIFT)

Job description

About this role

As a Customer Success Architect, you'll serve as a trusted strategic advisor and technical authority to some of GitLab's most complex and high-value Enterprise and Government customers across Singapore. In this role, you will be driving and shaping how our largest customers adopt GitLab's intelligent DevSecOps platform to achieve their business goals and realise meaningful, long-term outcomes. You will be working closely with customers after the sale to turn pre-sales command plans into clear success plans, guide them through their customer journey, and drive adoption, utilization, and technical maturity. You will also be directly influencing renewal and expansion decisions through your post-sales engagements with executive-level decision makers in the account.

Responsibilities

• - Owns a book of Enterprise and Government customers and drive adoption, retention, expansion, and overall satisfaction through ongoing strategic, business and technical engagement.
• - Serves as the senior post-sales strategic, business and technical advisor for a portfolio of GitLab's most complex, highest-value enterprise and Government accounts, shaping multi-year platform and DevSecOps strategy in partnership with customer executives, coordinating responses to questions, issues, and escalations across Support, Product Management, Sales, and Professional Services.
• - Translates ambiguous, high-stakes business outcomes into rigorous Customer Success Plans that are regularly reviewed with customer stableholders. The Customer Success Plans contain clearly defined business outcome related goals, quantifiable benefits, realistic adoption milestones and remediation actions.
• - Prepares executive-ready reporting conducted on a regular basis with clear accountability for outcomes that demonstrate impact on adoption, retention, and expansion of GitLab products and services.
• - Provides deep technical guidance on enterprise-scale CI/CD architecture, DevSecOps maturity models, platform consolidation strategy, including advising on complex trade-offs (e.g., multi-cloud vs. hybrid, self-managed vs. GitLab Dedicated, etc).

Qualifications and requirements

• - Must be a Singapore Citizen and based in Singapore
• - Mandatory English language proficiency
• - Hands-on experience building or owning CI/CD pipelines end to end, including pipeline as code, multi-stage design, artifact management, and troubleshooting in real-world environments.
• - A long-standing demonstrated track record as the person other senior people call when an account is in genuine crisis or  gained across a sustained career of Enterprise or Government account ownership
• - Credible judgment earned by personally owning the outcomes of dozens of complex enterprise customer account engagements over the course of a career, including situations with real commercial, technical, and reputational stakes