Customer Support Engineer I

GitKraken

Customer Support Engineer I providing technical support for GitKraken products to enhance user workflows and resolve issues. Collaborating cross-functionally while documenting findings and solutions.

Posted 5/23/2026full-timeScottsdale • Arizona • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

Handle technical support across the GitKraken product suite
Work directly with customers to diagnose issues, enable better workflows, and advocate for their needs internally
Contribute to internal documentation, AI-assisted tooling, and cross-functional projects
Respond to technical support requests across the GitKraken product suite
Reproduce and diagnose bugs, analyze log files, and document findings clearly for engineering teams
Manage escalation pathways and work directly with engineering to resolve complex product issues
Interface with Development and Product teams for incident management, bug reporting, and release readiness
Help enterprise users optimize their development environments and Git workflows
Translate complex technical concepts into clear, actionable troubleshooting steps for customers of all technical levels
Empathize with frustrated developers and guide them confidently to resolution
Advocate for end-user needs and feedback to internal product and engineering teams
Author and maintain technical help center documentation for new products, features, and workflows
Test new products and features pre-release, providing structured feedback to product and development teams
Contribute to AI-assisted system development for internal use across GitKraken teams
Utilize AI tools and automation as a standard part of daily workflows
Maintain and contribute to internal code repositories related to support tooling
Collaborate with Marketing and Sales on promotions, customer-facing communications, and other cross-functional initiatives
Participate in team projects that extend beyond traditional support boundaries

Requirements

What you’ll need

3–5 years of Tier 2 or above technical support or help desk experience
Demonstrated ability to reproduce bugs, analyze logs, and document technical findings
Basic familiarity with coding principles and software development concepts
Familiarity with Git concepts and version control workflows
Comfortable working across multiple operating systems (Windows, macOS, Linux)
Working knowledge of AI systems and tools such as Claude, Claude Code, OpenAI, Codex, or similar
Proficient and comfortable using AI for day-to-day tasks
Exceptional written and verbal communication skills — able to translate complex technical jargon into clear guidance for developers
Strong empathy for frustrated or stuck customers, with the ability to de-escalate and guide to resolution
Collaborative team player with a strong sense of ownership and follow-through
Associate's degree or higher in a technology-related field of study, or equivalent practical experience.

Benefits

Comp & perks

Competitive compensation with annual performance-based pay increases
Flexible Paid-Time-Off Policy (behaves like Unlimited PTO)
Company paid domestic trip after your 1-year anniversary & an international trip every 5 years
Paid company holidays with flexibility for additional holidays
Top-of-line technology to maximize your productivity
Generous paid parental leave
Health, dental, and vision insurance with competitive employer cost-sharing
Great Place to Work Certified
Modern, high-tech offices designed to maximize productivity in a hybrid environment
Paid career and personal development, audiobooks, and mentorship
401(k) retirement plan plus company matching

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supportbug reproductionlog analysisdocumentationGit conceptsversion control workflowsAI systemscoding principlessoftware development conceptssupport tooling

Soft Skills

written communicationverbal communicationempathycollaborationproblem-solvingcustomer advocacyde-escalationownershipfollow-throughguidance

Certifications

Associate's degreetechnology-related field