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.
• 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.

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.