Christopher Mutua

Served as a senior technical resource for GitLab customers, specializing in the Secure stack while supporting critical production incidents and partnering with Support, Product, and Engineering on complex technical issues.

• Customer Support & Trust: Sustained approximately 99% CSAT across roughly 1,900 tickets over 5+ years at GitLab by applying clear communication, thorough root-cause investigation, and timely follow-through across routine and escalated technical cases.
• DevSecOps / Secure Stack Expertise: Drove monthly SCA/Dependency Scanning escalations from 7–10 to 0–3, a 60–100% reduction credited directly by the SCA Engineering Manager, by becoming the team's go-to specialist, resolving recurring issues before escalation, and equipping engineers with documented solutions; also resolved escalated issues across Static Analysis, Secret Detection, Dependency Scanning, Container Scanning, and Dynamic Analysis.
• Scripting & Automation: Cut license-scanning investigation time from approximately 3 hours to 15 minutes, a ~92% reduction, by writing scripts that eliminated repetitive manual steps and surfaced relevant investigation data.
• Agentic AI & Automation Workflows: Used GitLab Duo for agentic code review and security remediation workflows, including the GitLab Duo Security Review Flow to analyze merge requests for business logic vulnerabilities, SAST findings, and security anti-patterns; also used Duo to generate documentation merge requests and code fixes, reducing manual review overhead and speeding up remediation.
• Technical Documentation & Knowledge Sharing: Produced internal runbooks, knowledge-base content, and internal YouTube videos for security scanning features, reducing repeat-ticket volume and onboarding time for new Support Engineers.
• Product & Engineering Collaboration: Connected Support with Product and Engineering to escalate bugs, validate fixes, and relay customer feedback into the roadmap; acted as the Support Stable Counterpart for the Static Analysis and Secret Detection product groups.
• Critical Incident Response: Directed Customer Emergencies on-call for critical self-managed customer-reported production incidents, triaging, evaluating, engaging, resolving, and closing emergencies through live customer calls and warm hand-offs across regions. Performed root-cause analysis using Kibana, OpenSearch, and Grafana for log correlation and performance visualization, alongside grep-based log searches for rapid pattern identification.

Supported GitLab customers across self-managed, GitLab Dedicated, and GitLab.com environments, troubleshooting security scanning, CI/CD, infrastructure, integrations, performance, and escalated technical issues.

• Technical Support: Delivered support across self-managed, GitLab Dedicated, and GitLab.com environments, covering security scanning, application/server performance, third-party integrations, CI/CD configuration, Kubernetes, Terraform, Docker, and other technical challenges.
• Advanced Troubleshooting: Diagnosed customer-reported bugs through issue reproduction and log analysis and frequently took on assigned or self-selected escalations, resolving cases that exceeded standard SLA or required cross-team coordination.
• Security Scanner Reproduction: Removed a recurring scanner-setup bottleneck by building and maintaining approximately 50 test projects spanning Secret Detection, SAST, IaC Scanning, Dependency Scanning, License Scanning, and DAST, enabling Support Engineers to clone ready-made projects and immediately reproduce or learn scanner behavior.
• Documentation Improvement: Corrected documentation gaps and errors surfaced through customer tickets by submitting documentation merge requests, improving self-service resolution for future issues.
• Incident Communications: Represented GitLab to customers during GitLab.com incidents on the Incident Communications Manager on-call (CMOC) rotation, publishing and maintaining Status.io updates at severity-based cadences, notifying internal stakeholders, and tagging and monitoring affected Zendesk tickets with the Incident Manager and Engineer on Call.

Delivered pre-sales and post-sales technical support for enterprise cybersecurity solutions, spanning demonstrations, Proofs of Concept, deployment, integration, client training, infrastructure, and security assessments.

• Systems & Networking: Configured and troubleshot computer networks and IT environments across Microsoft Active Directory and Linux.
• Technical Demonstrations: Prepared and tested demo environments for enterprise cybersecurity software, then presented live demonstrations to prospective clients, translating technical capability into business value.
• Proof of Concept: Directed Proof of Concept demonstrations within controlled client environments.
• Deployment & Client Training: Deployed, configured, and supported purchased cybersecurity software post-sale, including client training.
• Integration & Technical Scoping: Connected enterprise software with third-party systems and services as part of pre-sales technical scoping.
• Security Assessment & Web Support: Performed penetration testing and vulnerability analysis assessments and handled web development and patching for client-facing sites.