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Salary: USD 139,200 - 235,200 / annual
GitLab is seeking a Senior CX Platform Engineer to help Customer Experience teams hand real work to artificial intelligence. This is a software engineering role focused on designing and shipping agentic workflows, AI agents, and integrations that enable GitLab's Customer Success, Digital Success, Professional Services, Education Services, and Training teams to operate more efficiently.
In this role, you will use Claude Code, GitLab Duo Agent Platform, and other coding agents as your primary development environment. You'll build and maintain the team's agent harness with shared conventions, skills, and continuous integration checks. You'll ship agents and multi-step workflows for account research, success planning, customer onboarding, and status reporting, packaging them as skills and plugins for non-engineers using Claude, Claude in Slack, and GitLab Duo Agent Platform.
You'll build Model Context Protocol (MCP) servers and connectors for governed access to enterprise systems including GitLab, Salesforce, Gainsight, Kantata, Thought Industries, Gong, and Snowflake. You'll add evaluations, tracing, and human-in-the-loop checkpoints to keep agents measurable, auditable, and safe with customer data.
You'll evolve the CX Application Platform's AWS infrastructure (ECS, RDS, Lambda), Terraform configuration, and deployment paths. You'll own applications such as PS Compass, Congregate, and GitLab University, documenting build-versus-buy and consolidate-or-sunset decisions. You'll ship production-quality Python and TypeScript through GitLab CI/CD with tests, observability, security review, and runbooks.
You'll prototype with CX teams in days, not quarters, helping team members bring their own applications to production and turning field learning into reusable reference implementations. You'll contribute upstream to GitLab, share product feedback, and mentor engineers and non-engineers on agentic development.
The CX Platform Engineering team builds and runs applications for customer-facing functions, owns the platform's gateway and infrastructure, and rewards leverage over heroics. The team designs every application for handoff with documentation, monitoring, and shared ownership.
REQUIREMENTS:
- Experience building and operating production software, owning multi-quarter work from ambiguity to production, choosing reusable platform solutions over one-off customization, and designing for handoff
- Daily, hands-on use of coding agents such as Claude Code, Cursor, Codex, GitLab Duo, or similar on production work, with ability to demonstrate how they've changed what you ship and how you maintain quality
- Experience building with large language models (LLMs) beyond chat, including tool use, MCP servers, agent loops, context and retrieval design, prompt and workflow design, and evaluations
- Strong Python skills with FastAPI or Flask and TypeScript skills with Vue or React, including API design, authentication, authorization, and secure handling of customer and business data
- Hands-on experience with AWS ECS, RDS, and Lambda, Terraform, Docker, and applications running behind SSO such as Okta
- Experience integrating enterprise systems through REST and GraphQL APIs, and fluency with Git, merge requests, and CI/CD
- Experience translating non-engineering stakeholders' workflows into technical plans and writing clear asynchronous design documents, decision records, and enablement materials
- Alignment with GitLab's values and willingness to use GitLab for your own work
OPTIONAL EXPERIENCE:
- Agent harness customization; GitLab Development Kit, Duo Agent Platform custom agents and flows, or AI Catalog publishing
- Enterprise agent governance and data controls
- Customer success, professional services, or learning platforms such as Salesforce, Gainsight, Kantata, or Thought Industries
- Professional services economics and customer success metrics
- Snowflake or similar warehouses
- Technical writing, talks, or open source contributions on agentic development
