Customer Support Engineer I

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.

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

Benefits

• 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