Customer Support Engineer I

GitKraken • Phoenix, AZ

6d • Hybrid

About The Position

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, and advocate for their needs internally. You will also contribute to internal documentation, AI-assisted tooling, and cross-functional projects — making this a role for someone who wants to grow beyond the ticket queue. 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. We work hard to foster diversity in our workplace and encourage people from all backgrounds to apply. Even if you don't meet 100% of the requirements, don't let self-filtering and imposter syndrome get in the way of a great fit. We would love to hear from you!

Requirements

• 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

Nice To Haves

• Experience with Git hosting services such as GitHub, GitLab, Azure DevOps, Bitbucket, or similar
• Familiarity with IDE clients such as VS Code, Cursor, Windsurf, or similar
• Understanding of networking principles and cloud technologies (AWS or equivalent)
• Bilingual — additional language skills are a strong plus

Responsibilities

• 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, including Support and Sales
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree