Customer Support Associate

GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital transformation. More than 50 million registered users and more than 50% of the Fortune 100* trust GitLab to ship better, more secure software faster. The same principles built into our products are reflected in how our team works: we embrace AI as a core productivity multiplier, with all team members expected to incorporate AI into their daily workflows to drive efficiency, innovation, and impact. GitLab is where careers accelerate, innovation flourishes, and every voice is valued. Our high-performance culture is driven by our values and continuous knowledge exchange, enabling our team members to reach their full potential while collaborating with industry leaders to solve complex problems. Co-create the future with us as we build technology that transforms how the world develops software. *Fortune 500® is a registered trademark of Fortune Media IP Limited, used under license. Claim based on GitLab data. Fortune 100 refers to the top 20% ranked companies in the 2025 Fortune 500 list, published in June 2025. Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of GitLab. AN OVERVIEW OF THIS ROLE As a Senior Professional Services Engineer at GitLab, you'll work directly with customers to deliver installation, migration, training, and advisory services that help them adopt GitLab successfully. You'll lead engagements from single-node Omnibus installs to large reference architectures built with infrastructure as code (IaC) and configuration as code. You'll also guide migrations from other systems to GitLab SaaS or self-managed deployments, and help customers make practical decisions that improve reliability, security, and day-to-day workflows. In this role, you'll work closely with customers and GitLab's product and engineering teams to drive customer success and share feedback that improves GitLab and how we deliver services. You'll manage multiple projects at once, mentor other Professional Services Engineers, and help streamline how we deliver consistent outcomes in a remote, largely asynchronous environment. Some examples of our projects: * Designing and delivering GitLab installations and reference architectures using tools like Terraform and Ansible across major cloud providers * Leading migrations to GitLab SaaS or self-managed GitLab, and turning customer feedback into actionable improvements for GitLab's product and engineering teams WHAT YOU’LL DO * Deliver GitLab Professional Services engagements, including installation, migration, training, and advisory services across GitLab capabilities. * Plan and execute deployments ranging from single-node Omnibus installations to large reference architectures using Infrastructure as Code and Configuration as Code practices. * Lead migrations from multiple source systems to GitLab SaaS or self-managed GitLab, helping customers adopt secure, reliable workflows. * Partner with Engagement Managers and Project Managers to improve delivery consistency, remove friction, and continuously refine delivery processes. * Serve as a trusted technical advisor for customers, translating goals and constraints into practical implementation plans and clear next steps. * Interface with GitLab's product and engineering teams to unblock customer outcomes and share feedback that helps improve GitLab features and services. * Mentor Associate and Intermediate Professional Services Engineers, providing technical guidance, helping remove blockers, and supporting increased autonomy. * Manage and deliver multiple customer engagements at once, either as the primary engineer or as a lead providing oversight and direction to other engineers. WHAT YOU’LL BRING * Professional exposure with one or more infrastructure as code or configuration as code technologies such as Terraform, Ansible, Packer, Puppet, or Chef. * Professional exposure with two or more cloud providers such as Amazon Web Services (AWS), Google Cloud Platform (GCP), or Microsoft Azure. * Experience using, deploying, or configuring GitLab, including a solid understanding of Git and source control workflows. * Experience delivering customer-facing services such as installation, migration, training, and advisory engagements across GitLab's feature set. * Proven ability to independently manage one or more projects and to lead and provide direction to other Professional Services Engineers on complex engagements. * Strong communication skills in English, written and verbal, with the ability to provide clear status updates and build consensus with peers and customers in a remote, largely asynchronous environment. * Demonstrated ability to take a solution-oriented approach by identifying root causes, proposing options and tradeoffs, and driving issues to resolution while balancing multiple customer engagements in a fast-paced environment. * Demonstrated ability to work effectively in a fully remote organization by communicating clearly in writing, documenting decisions, collaborating asynchronously across time zones, and working in ways consistent with GitLab's values. * Must be located in Japan and have full working rights in Japan ABOUT THE TEAM Senior Professional Services Engineers are part of GitLab's Professional Services team. We partner closely with Engagement Managers and Project Managers to deliver consistent outcomes, and we work with GitLab's product and engineering teams to share customer feedback and improve GitLab. Professional Services operates in a fully remote and largely asynchronous environment, collaborating across regions and time zones. The team's challenge is to support customers with a wide range of architectures and deployment models while maintaining high-quality delivery and setting customers up for long-term success. HOW GITLAB SUPPORTS FULL-TIME EMPLOYEES * Benefits to support your health, finances, and well-being * Flexible Paid Time Off  * Team Member Resource Groups * Equity Compensation & Employee Stock Purchase Plan * Growth and Development Fund * Parental Leave  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. ---------------------------------------------------------------------------------------------------------------------------------- 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.