Senior CX Software Engineer - Agent Harness & AWS

GitLab is the intelligent orchestration platform for DevSecOps, trusted by over 50 million registered users and more than 50% of the Fortune 100 to ship software faster and more securely.

As a Senior CX Platform Engineer, you will build production systems that enable GitLab’s Customer Experience (CX) teams—including Customer Success, Digital Success, Professional Services, and Education Services—to operationalize artificial intelligence. Using Claude Code and the GitLab Duo Agent Platform as your default development environment, you will design agentic workflows, build Model Context Protocol (MCP) servers, and evolve the cloud infrastructure supporting core applications like GitLab University, Congregate, and PS Compass. This is a hands-on software engineering role focused on shipping production Python and TypeScript services, establishing agent harness conventions (AGENTS.md), and connecting enterprise systems safely with customer data.

Key Responsibilities

• Agentic AI & MCP Server Engineering: Build and maintain Model Context Protocol (MCP) servers and connectors for governed access to enterprise systems (GitLab, Salesforce, Gainsight, Kantata, Gong, Snowflake), incorporating evaluations, tracing, and human-in-the-loop checkpoints.
• AI-Native Development Harness: Utilize Claude Code, GitLab Duo, and coding agents daily to plan, refactor, test, and document production code. Maintain the team's agent harness, including shared AGENTS.md conventions, skills, subagent definitions, and CI checks.
• Agentic Workflow Packaging: Ship multi-step agents for account research, success planning, scoping, and onboarding, packaging them as reusable skills and plugins for non-engineers via Claude, Slack, and GitLab Duo Agent Platform.
• CX Infrastructure & Platform Evolution: Maintain and evolve the CX Application Platform's AWS infrastructure (ECS, RDS, Lambda, Terraform, Docker) behind Okta SSO, owning build-versus-buy decisions and platform consolidation.
• Production Software Delivery: Deliver production-quality Python (FastAPI/Flask) and TypeScript (Vue/React) through GitLab CI/CD with automated testing, observability, security reviews, and operational runbooks.
• Cross-Functional Prototyping & Enablement: Prototype tools rapidly alongside Customer Success and Training teams, turning field learnings into reusable reference architectures, development paths, and enablement materials.

Requirements

Software Engineering & Agentic AI Depth

• Production Engineering Track Record: Demonstrated experience building and operating production software, owning multi-quarter projects from ambiguity through launch and long-term handoff.
• Daily Agentic Development: Daily, hands-on use of coding agents (Claude Code, Cursor, Codex, GitLab Duo) on production codebases, with clear methodologies for reviewing generated code and maintaining quality.
• LLM Systems Architecture: Experience building with LLMs beyond basic chat—including tool call integration, MCP servers, agent loops, context/retrieval design, prompt orchestration, and evaluation frameworks.
• Full-Stack Proficiency: Strong Python skills using FastAPI or Flask and TypeScript skills using Vue or React, including REST/GraphQL API design, authentication, authorization, and secure PII handling.
• AWS & Infrastructure as Code: Hands-on experience with AWS (ECS, RDS, Lambda), Terraform, Docker, and SSO-integrated application gateways (Okta).
• Integrations & CI/CD: Experience integrating enterprise SaaS platforms via REST and GraphQL APIs, with fluency in Git, merge requests, and GitLab CI/CD pipelines.
• Asynchronous Communication: Exceptional written communication skills for authoring design docs, decision records, and enablement materials in a remote, handbook-first company.

Preferred Qualifications

• Experience customizing agent harnesses or publishing to the GitLab Duo Agent Platform and AI Catalogs.
• Enterprise AI governance experience, including data access controls, audit logs, and tracing frameworks.
• Familiarity with Customer Success, Professional Services, or EdTech software ecosystems (Salesforce, Gainsight, Kantata, Thought Industries, Gong).
• Background in Professional Services economics, Customer Success metrics, or cloud data warehouses (Snowflake).
• Technical writing, conference speaking, or open-source contributions focused on agentic software development.

Total Rewards & Benefits

• Compensation & Equity: Base salary range of $139,200 – $235,200 USD + equity compensation package + Employee Stock Purchase Plan (ESPP).
• Time Off & Well-Being: Flexible Paid Time Off (PTO), parental leave, and Team Member Resource Groups (TMRGs).
• Growth & Health: Comprehensive medical, dental, and vision insurance options, plus a dedicated Growth and Development Fund for continuous learning.