[Hiring] Customer Support Engineer I @GitKraken

Role Description

As a Customer Support Engineer I, you will handle technical support across the GitKraken product suite, working directly with customers to:

• Diagnose issues
• Enable better workflows
• Advocate for their needs internally

You will also contribute to:

• Internal documentation
• AI-assisted tooling
• Cross-functional projects

This role will primarily support GitKraken’s customers in the western half of the Americas and in APAC.

We are committed to having an inclusive and authentic work environment where unique perspectives, skills, and backgrounds are celebrated.

Qualifications

• 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
• Strong empathy for frustrated or stuck customers
• 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

Requirements

• 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

Benefits

• 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

Location

This is either a remote position in the Americas West or a hybrid position based in Scottsdale, AZ.

Equal Employment Opportunity Statement

At GitKraken, we believe that diversity among our teammates is critical to our success as a company. GitKraken evaluates all employees and job applicants without regard to race, color, religion, gender (including pregnancy, gender expression, or gender identity), national origin, age, disability status, or any other legally protected class. We recruit, hire, and retain top talent from a diverse candidate pool.