Customer Support Engineer I
Remote · United States or Scottsdale, Arizona, United States
Job Summary
Customer Support Engineer I role supporting GitKraken across the western Americas and APAC. Responsibilities include handling technical support across the GitKraken product suite, reproducing bugs, analyzing logs, documenting findings for engineering, escalating and coordinating with development, enabling enterprise users to optimize Git workflows, translating technical concepts into actionable troubleshooting steps, authoring and maintaining technical help center documentation, testing pre-release features, and contributing to AI-assisted tooling and internal systems. The role emphasizes cross-functional collaboration with Engineering, Product, Marketing, and Sales, and involves contributing to AI-enabled internal tooling, while supporting a hybrid/remote work setup in the Americas West or Scottsdale, AZ, with emphasis on customer advocacy and clear technical guidance.
Required Qualifications
- Associate's degree or higher in a technology-related field, or equivalent practical experience
- 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
- Technical Skills: Basic familiarity with coding principles and software development concepts
- Familiarity with Git concepts and version control workflows
- Comfortable working across Windows, macOS, Linux
- Experience with AI systems/tools (Claude, Claude Code, OpenAI, Codex or equivalents)
- Proficient and comfortable using AI for day-to-day tasks
- Exceptional written and verbal communication skills
- Strong empathy and de-escalation skills
- Collaborative team player with ownership
- Experience with enterprise users and incident management
- Documentation & knowledge base creation
- AI & internal tooling contribution
- Cross-functional collaboration
- Bonus: experience with Git hosting services and IDEs
- Bilingual language skills
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