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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. Thanks to products like Duo Enterprise, and Duo Workflow, customers get the benefit of AI 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. All team members are encouraged and expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact across our global organisation. About The Role As the Sr. Manager, Practice Development, Customer Success at GitLab, you will be responsible for the practice development of our paid Success Tiers, ensuring scalable and consistent world-class customer experiences and measurable outcomes. You will act as a center of excellence, developing and standardizing methodologies, playbooks, frameworks, and enablement materials that empower our global delivery teams. Over time, you will build and manage a team dedicated to driving delivery excellence, ensuring consistency and efficiency in our paid success offerings. This role reports directly to the VP of Customer Success and plays a critical role in achieving GitLab’s growth and retention goals. The Role The Sr. Manager, Practice Development, Customer Success will be responsible for defining and evolving best practices in customer success service delivery, leveraging insights from the software and professional services industries. You will create and refine structured engagement models, success frameworks, and service blueprints that drive measurable customer value. A key aspect of this role is ensuring that GitLab’s paid success tiers remain differentiated, scalable, and aligned with customer needs across industries and geographies. This Role Will Focus On Establishing repeatable, scalable engagement models for paid success services.Defining service delivery methodologies that align with business outcomes.Creating and maintaining a library of best practices, frameworks, and tools for global delivery teams.Partnering with the customer-facing teams to refine and improve the adoption strategies and value realization methodologies.Standardizing performance metrics and quality benchmarks to measure service effectiveness and impact. Key Responsibilities Practice Development & Standardization: Define and evolve best practices for delivering paid success services, ensuring consistency and excellence across engagements.Content & Enablement: Develop methodologies, playbooks, toolkits, and training programs to support global delivery teams in executing success engagements.Operational Excellence: Establish scalable processes and frameworks that improve the predictability and effectiveness of our paid Success Tiers.Service Design & Evolution: Collaborate with product, sales, and customer success teams to design and refine service offerings that align with customer value expectations and desired outcomes.Metrics & Reporting: Define and implement key performance indicators (KPIs) to measure the impact and effectiveness of paid success engagements.Customer Experience & Adoption: Partner with stakeholders across Customer Success, Sales, and Product to refine onboarding, adoption, and value realization strategies.Cross-functional collaboration: Work closely with business unit leaders to influence product roadmaps, success strategies, and customer engagement models.Industry Benchmarking: Leverage insights from the software and professional services industries to refine GitLab’s approach to customer success delivery.Stakeholder Engagement: Engage with internal stakeholders such as finance, sales operations, and customer success leadership to drive alignment in service execution.Thought Leadership: Act as a subject matter expert, providing guidance on best practices in customer success, service delivery, and practice management.Coaching & Development: Mentor and develop team members, ensuring continuous improvement in skills and capabilities within the practice. Ideal Candidate Profile Proven experience in customer success, professional services, or practice development within the software or technology sector.Service & Methodology Development: Strong background in designing and scaling structured success programs, engagement models, and playbooks.Leadership & Influence: Ability to drive alignment and adoption of best practices across globally distributed teams.Customer-Centric Mindset: Deep understanding of customer needs, business value drivers, and success measurement methodologies.Operational & Analytical Acumen: Experience in defining and tracking KPIs to measure Success Tiers performance and effectiveness.Communication & Change Management: Strong ability to communicate, train, and drive change across internal teams and stakeholders.Business Acumen: Experience in working with go-to-market strategies, financial modeling, and revenue impact analysis for service offerings.Strategic Thinking: Ability to develop long-term plans for evolving Success Tiers and adapting to market needs.Collaboration & Influence: Experience working cross-functionally with sales, product, finance, and operations teams to drive service adoption and execution. Accommodations We're committed to making our hiring process accessible. If you need accommodations at any stage of the application process, please let us know. How GitLab will support you Benefits to support your health, finances, and well-beingAll remote, asynchronous work environmentFlexible PTO (paid time off)Team Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and development budget Parental leaveHome office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range $222,150—$391,950 USD Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. An Overview Of This Role This is a shift role. Working 8-hour shifts with 4 weekdays and 1 weekend day. Support Engineering at GitLab isn’t just a title - you will be embedded within the Engineering department and will genuinely operate in an environment where Support and Engineering meet. You’ll interact with customers daily as they encounter the difficult edge cases of running GitLab in complex environments. In the space of a day, you might be doing behind-the-scenes work of a Linux administrator troubleshooting performance problems by using strace on a particular process, interacting with the Product team to ensure that steps in a bug report are reproducible, or interacting with the Engineering team itself by diving deep into our codebase and putting together a merge request to actually fix a customer issue. That’s not all though - you’d equally be invited to contribute to the source code, improve our documentation, Knowledgebase, and help build out more efficient support processes in our issue tracker. We want to live in a world where everyone can contribute, and as a member of the support team, there are no barriers to using your skills to improve the experience of our users and customers. Some Examples Of Our Projects A tool to quickly analyze strace outputA solution to capture the state of a customer’s server for easier troubleshootingA functionality to ChatOps to make it easier to identify user accounts on GitLab.com What You’ll Do Collaborate with a global customer base in order to support, maintain, and resolve issues in their GitLab environments via Zendesk tickets, merge requests, email and video conferencingCollaborate with our Product, Development, Infrastructure, Customer Success and Sales Teams to build new features and fix bugs, define and shape the product goals, roadmap, priorities, and strategyCreate and update documentation based on customer interactionsCollaborate with Support team members (through Pairing Sessions) and other GitLab team members (for example: as a Support Stable Counterpart)Participate in regular rotations for weekday and weekend on-call coverage providing support to our customersParticipate in our hiring processes by reviewing applications and assessments, and by participating in interviews. What You’ll Bring Experience in and passion for managing customer facing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and case resolutionExcellent Linux systems administration knowledge (LFCE or RHCE equivalent knowledge)Ability to use scripting languages (preferably Ruby or Bash), and MVC frameworks (preferably Ruby on Rails)Experience with Git and CI/CDExpertise in writing support contentAbility to communicate complex technical topics to customers and coworkers of varying technical skill levelFamiliarity with DevOps methodologies and technologies like Openshift and KubernetesUnderstanding and/or experience with common information security and compliance concepts and controls (i.e. DISA STIG, SELinux, etc). About The Team The Support team is distributed all over the world across AMER, EMEA, and APAC regions. Support Engineers work on Support Tickets and helping GitLab’s customers, but they also dig into the code and logs to find out why something is not working as expected. The Collaboration here at GitLab is extraordinary and exciting - Support Engineers solve complex problems together and participate in regular pairing sessions and 1:1s, as well as coffee chats and Slack conversations that help them stay connected. Team members are given the ability to structure their shift the way it best suits their private life while maintaining our ability to address customer issues. Thanks to our Transparency value, you can see what we are working on in our Support Team page. Additionally, you can see our company roadmap and listen to some of our meetings. How GitLab Will Support You Benefits to support your health, finances, and well-beingAll remote, asynchronous work environmentFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and development budget Parental leave Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range $75,600—$162,000 USD Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab. About The Role A truly exciting role - we are looking for a Product Designer to work on our AI products across GitLab! You will be working with Senior and Staff Product Designers on our AI powered features such as Duo Chat, Code Suggestions and Duo Workflow. This role will require close collaboration with Product Managers, Engineering Managers, Technical Writers, UX Researchers and other Product Designers. It goes without saying there is huge room for impact as building AI into our product is a key focus. We are specifically looking for an experienced Designer with previous AI experience who can deeply empathize with the developer persona in particular, as well as other personas across the SDLC from Product Managers to Developer Team Leads. We're looking for a user-centric designer who is comfortable with rapid change and can occasionally get in the weeds with some coding practices. What will you be working on? The next generation of AI-powered products for software development. We’re working on AI agents and other coding support tools to help developers build better products. You’ll contribute to our Pajamas Design System by creating or co-creating design system components.You’ll be part of the team supporting research and design efforts for Duo Workflow (AI agents across the SDLC) and Duo Chat (GitLab's AI-powered DevSecOps assistant). What You'll Bring Experience with and excitement for working on AI products, for example working on projects that use natural language models, recommendation systems, or chatbots.Understanding of DevSecOps and SDLC.Ability to work with a cross-functional team of Product Managers and Engineers.Experience conducting your own research with a variety of methods, and strong decision making skills for when to do research.Experience working in enterprises is highly beneficial. If You Want To Dive Deeper AI Powered group pageProduct Design team page How GitLab Will Support You Benefits to support your health, finances, and well-beingAll remote, asynchronous work environmentFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and development budget Parental leave Home office support Please note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application. The base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary. California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range $100,000—$155,000 USD Country Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process. Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us. GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process.

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 the rate of human progress. This mission is integral to our culture, influencing how we hire, build products, and lead our industry. We make this possible at GitLab by running our operations on our product and staying aligned with our values. Learn more about Life at GitLab.Senior Security Technical Architectat GitLabRemote, GlobalAs a Security Technical Architect at GitLab, you’ll lead the design and implementation of secure enterprise solutions for our Professional Services clients. You’ll assess complex security architectures, guide security tool migrations, and implement GitLab’s security features while ensuring compliance with common frameworks. This role requires expertise in developing secure reference architectures with focus on cloud security, identity management, and vulnerability management.Working closely with PS Engineers and Engagement Managers, you’ll provide technical leadership throughout project lifecycles, from security requirements gathering to implementation.You’ll be responsible for preserving customer security postures during migrations, implementing security scanning strategies, and enabling teams to leverage GitLab’s security capabilities effectively. Your experience with security architecture, enterprise security controls, and compliance frameworks will be crucial in delivering successful customer outcomes while maintaining security best practices throughout the engagement lifecycle.Core ResponsibilitiesExtends All Intermediate Technical Architect Requirements And ResponsibilitiesTechnical Leadership & DeliveryDesign and lead secure GitLab solution implementations for Professional Services client engagements from inception through deliveryEnsure security compliance and best practices throughout the software development lifecycleConduct security risk assessments and threat modeling for customer implementationsStay current with security threats, compliance requirements, and GitLab security features (Product Security Risk Register)Validate security controls and monitoring requirements are properly implementedLead migrations between security scanning tools (e.g., SonarQube, Checkmarx, Veracode to GitLab Security Scanners)Customer EngagementLead technical discovery sessions with a security focus, understanding customer's compliance needsSupport PS Engagement Managers in security-related SOW scoping and creationProvide security expertise during pre-sales and planning stagesEnsure deliverables meet customer security and compliance expectationsCoordinate security implementation activities across internal teams, partners, and customersMentorship & Knowledge SharingMentor PS and partner consultants on security best practices and implementation strategiesCreate security-focused documentation, delivery kits, and training materialsReview and contribute to PS security training materials and presentationsDevelop security case studies, methodologies, and internal processesHold security enablement sessions for PS team membersCross-functional CollaborationProvide input to GitLab Security teams on product security features and roadmapLiaise with Training, Development, Support, and Product teams on security mattersSupport Delivery Managers with security aspects of:Technical vetting of partner consultantsNew hire candidate evaluationSOW staffing assessmentsRequirementsTechnical ExpertiseDemonstrated experience in:Delivery of secure enterprise architectures with expertise in application and cloud securityDevSecOps practices and toolsSCM migration with security controlsSecure cloud architecture and infrastructureConfiguration and Infrastructure as Code tools (Ansible, Terraform, etc)CI/CD security integrationGitLab security features and capabilitiesSecurity tool migration and transformationPlanning and executing security tool migrationsMapping security findings between platformsManaging dismissed/accepted risk findingsBuilding migration validation frameworksSecurity & ComplianceKnowledge of security frameworks and standards:ISO 27001, NIST 800-53, SOC2GDPR, FedRAMPFamiliar with AI RMF, ISO 42001 is a bonusUnderstanding of current security threats:Ransomware protectionSupply chain securityAI-related security risksZero-trust architectureProfessional Experience8+ years of progressive experience in:Technical consultingEnterprise software developmentDevOps platform implementationSecurity program developmentBachelor's Degree in Computer Science, Information Security, or equivalent experienceSecurity / Cloud certifications preferred (CISSP, CISM, AWS Certified Security or similar)Soft SkillsExcellent written and verbal communication skillsStrong presentation and customer-facing abilitiesDemonstrated problem-solving and decision-making capabilitiesEffective project and time management skillsLeadership experience in security contextsAbility to influence and drive security adoptionStrong organizational and multi-tasking abilitiesExperience mentoring teams on security best practicesTrack record of developing security service offeringsAbility to drive security transformation initiativesExperience with security vendor assessment and integrationHistory of contributing to the security community and thought leadershipPerformance Indicators55% Billable Utilization TargetConsistent contributions back to practiceHow GitLab Will Support YouBenefits to support your health, finances, and well-beingAll remote, asynchronous work environmentFlexible Paid Time OffTeam Member Resource GroupsEquity Compensation & Employee Stock Purchase PlanGrowth and development budget Parental leave Home office supportPlease note that we welcome interest from candidates with varying levels of experience; many successful candidates do not meet every single requirement. Additionally, studies have shown that people from underrepresented groups are less likely to apply to a job unless they meet every single qualification. If you're excited about this role, please apply and allow our recruiters to assess your application.Remote-GlobalThe base salary range for this role’s listed level is currently for residents of listed locations only. Grade level and salary ranges are determined through interviews and a review of education, experience, knowledge, skills, abilities of the applicant, equity with other team members, and alignment with market data. See more information on our benefits and equity. Sales roles are also eligible for incentive pay targeted at up to 100% of the offered base salary.California/Colorado/Hawaii/New Jersey/New York/Washington/DC/Illinois/Minnesota pay range$175,400—$309,600 USDCountry Hiring Guidelines: GitLab hires new team members in countries around the world. All of our roles are remote, however some roles may carry specific location-based eligibility requirements. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.Privacy Policy: Please review our Recruitment Privacy Policy. Your privacy is important to us.GitLab is proud to be an equal opportunity workplace and is an affirmative action employer. GitLab’s policies and practices relating to recruitment, employment, career development and advancement, promotion, and retirement are based solely on merit, regardless of race, color, religion, ancestry, sex (including pregnancy, lactation, sexual orientation, gender identity, or gender expression), national origin, age, citizenship, marital status, mental or physical disability, genetic information (including family medical history), discharge status from the military, protected veteran status (which includes disabled veterans, recently separated veterans, active duty wartime or campaign badge veterans, and Armed Forces service medal veterans), or any other basis protected by law. GitLab will not tolerate discrimination or harassment based on any of these characteristics. See also GitLab’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know during the recruiting process. Nivel de antigüedad: IntermedioTipo de empleo: Jornada completaFunción laboral: Tecnología de la informaciónSectores: Servicios y consultoría de TI y Desarrollo de software