Customer Support Engineer I

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    "datePosted": "2026-05-21",
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    "description": "<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">The Company</span></p>\n<p><span style=\"font-size: 10pt\">GitKraken is the developer experience (DevEx) platform of choice for more than 40 million developers and 100,000 organizations globally. Combining built-in AI and powerful workflow orchestration, GitKraken empowers development teams to eliminate unnecessary toil, streamline collaboration, and accelerate productivity. GitKraken’s seamless integrations with leading Git providers, issue tracking tools, and AI solutions make it the most versatile DevEx platform available across desktop, command line, IDE, web, and mobile environments. Discover smarter, faster development at www.gitkraken.com or follow us on LinkedIn.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">The Role</span></p>\n<p><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">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.</span></p>\n<p><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">This role will primarily support GitKraken’s customers in the western half of the Americas and in APAC.</span></p>\n<p><span><br></span></p>\n<p><span><span style=\"font-size: 10pt\">We are committed to having an inclusive and authentic work environment where unique perspectives, skills, and backgrounds are celebrated. </span><span style=\"font-size: 10pt\">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!</span></span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">What you'll bring</span></p>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Experience</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">3–5 years of Tier 2 or above technical support or help desk experience</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Demonstrated ability to reproduce bugs, analyze logs, and document technical findings</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Technical Skills</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Basic familiarity with coding principles and software development concepts</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Familiarity with Git concepts and version control workflows</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Comfortable working across multiple operating systems (Windows, macOS, Linux)</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Working knowledge of AI systems and tools such as Claude, Claude Code, OpenAI, Codex, or similar</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Proficient and comfortable using AI for day-to-day tasks</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Communication &amp; Soft Skills</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Exceptional written and verbal communication skills — able to translate complex technical jargon into clear guidance for developers</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Strong empathy for frustrated or stuck customers, with the ability to de-escalate and guide to resolution</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Collaborative team player with a strong sense of ownership and follow-through</span><br></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Education</span></p>\n<ul>\n<li><span style=\"font-family: Arial,sans-serif; font-size: 10pt\">Associate's degree or higher in a technology-related field of study, or equivalent practical experience</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">What you'll do</span></p>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Technical Support &amp; Troubleshooting</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Respond to technical support requests across the GitKraken product suite.</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Reproduce and diagnose bugs, analyze log files, and document findings clearly for engineering teams</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Manage escalation pathways and work directly with engineering to resolve complex product issues</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Interface with Development and Product teams for incident management, bug reporting, and release readiness</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Customer Enablement</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Help enterprise users optimize their development environments and Git workflows</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Translate complex technical concepts into clear, actionable troubleshooting steps for customers of all technical levels</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Empathize with frustrated developers and guide them confidently to resolution</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Advocate for end-user needs and feedback to internal product and engineering teams</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Documentation &amp; Knowledge</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Author and maintain technical help center documentation for new products, features, and workflows</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Test new products and features pre-release, providing structured feedback to product and development teams</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">AI &amp; Internal Tooling</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Contribute to AI-assisted system development for internal use across GitKraken teams, including Support and Sales</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Utilize AI tools and automation as a standard part of daily workflows</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Maintain and contribute to internal code repositories related to support tooling</span></li>\n</ul>\n<p><span style=\"color: #1a1a1a; font-family: Arial,sans-serif; font-size: 10pt; font-weight: bold\">Cross-Functional Collaboration</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Collaborate with Marketing and Sales on promotions, customer-facing communications, and other cross-functional initiatives</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Participate in team projects that extend beyond traditional support boundaries</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">Bonus Points</span></p>\n<ul>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Experience with Git hosting services such as GitHub, GitLab, Azure DevOps, Bitbucket, or similar</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Familiarity with IDE clients such as VS Code, Cursor, Windsurf, or similar</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Understanding of networking principles and cloud technologies (AWS or equivalent)</span></li>\n<li><span style=\"color: #444444; font-family: Arial,sans-serif; font-size: 10pt\">Bilingual — additional language skills are a strong plus</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">How you'll be rewarded</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">💵 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Excellence</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Competitive compensation with annual performance-based pay increases</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">📩 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Trust</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Flexible Paid-Time-Off Policy (behaves like Unlimited PTO)</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🛫 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Travel</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Company paid domestic trip after your 1-year anniversary &amp; an international trip every 5 years</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🏖 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Balance</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Paid company holidays with flexibility for additional holidays</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">💻<span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\"> Equipment</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Top-of-line technology to maximize your productivity</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">👶</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">  Parent life</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Generous paid parental leave</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🍎 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Health</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>—  Health, dental, and vision insurance with competitive employer cost-sharing</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🏆 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Culture</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Great Place to Work Certified</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🌵 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Headquarters</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Modern, high-tech offices designed to maximize productivity in a hybrid environment</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">📚<span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\"> Growth</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— Paid career and personal development, audiobooks, and mentorship</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">🔮 <span> </span></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Future</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><span> </span>— 401(k) retirement plan plus company matching</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(26, 127, 100); font-size: 14pt; font-weight: bold\">Location</span></p>\n<p><span style=\"font-size: 10pt\">This is a either a remote position in the Americas West or a hybrid position based in Scottsdale, AZ. </span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-style: italic\">Equal Employment Opportunity Statement: </span></p>\n<p><span style=\"font-size: 10pt; font-style: italic\">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. </span></p>",
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