Experience in a product support, engineering support, or technical customer support role
Comfortable working night shifts (6 PM to 3 AM IST)
Strong analytical and troubleshooting skills with clear written communication
Requirements:
Own resolution of product-related queries and setup issues across Astra’s platform and troubleshoot bugs, integration blockers, and data issues.
Engage with users via Astra's website chat to qualify leads and schedule demos with Sales or Success teams.
Escalate and track bugs, regressions, or backend failures with engineering; manage queries across Freshdesk, Pylon, Slack, and email.
Identify recurring issues, document fixes, contribute to internal and external Knowledge Base, and publish concise KB articles to improve self-service workflows.
Job description
This is a remote position.
Role Overview:
As a Product Support Engineer, you’ll be responsible for helping customers get the most out of Astra’s platform. You’ll troubleshoot technical issues, resolve product-level bugs, coordinate with engineering, and guide users through product functionality, all while delivering a seamless, reliable support experience. You’ll also contribute to our customer-facing Knowledge Base by converting real-world issues and insights into well-written, searchable support content. This helps reduce friction for future users and builds Astra’s self-service ecosystem.
Shift: Night Shift (6 PM to 3 AM IST)
What You’ll Be Doing:
Own resolution of product-related queries and setup issues across Astra’s platform (Dashboard, Pentest, DAST, API Security, etc.)
Troubleshoot and debug platform behavior, integration blockers, and data issues.
Engage with users on Astra's website chat to qualify leads and schedule relevant calls or demos with Sales or Success teams.
Work closely with the engineering team to escalate and track bugs, regressions, or backend failures.
Manage queries across support tools (Freshdesk, Pylon), Slack channels, and email.
Collaborate with Customer Success to ensure timelines and expectations are met.
Identify recurring issues, document fixes, and contribute to our internal and external Knowledge Base.
Regularly publish concise, actionable KB articles for FAQs, product flows, and technical troubleshooting.
Conduct periodic reviews of customer-reported issues and work with Product to close loops.
Help customers interpret security findings (vulnerabilities, reports) when needed, we’ll train you.
Occasionally support in malware diagnosis and cleanup workflows.
Requirements
Must-Have Skills:
Hands-on coding/debugging experience in PHP.
Good understanding of how web apps, APIs, and cloud platforms function.
Experience in a product support, engineering support, or technical customer support role.
Strong analytical and troubleshooting skills, especially in fast-paced environments.
Clear and structured written communication.
Ability to convert learnings into written how-to guides or support documentation.
Comfortable working night shifts (6 PM to 3 AM IST).
Nice-to-Haves:
Familiarity with security or DevSecOps tools.
Experience working with CRM and support tools like HubSpot, Freshdesk, Pylon, Jira.
Exposure to cloud providers (AWS, GCP, Azure).
Understanding of basic vulnerability concepts or OWASP Top 10 (training will be provided).
Benefits
100% remote work with flexibility.
High-ownership role with real impact on customer outcomes.
Exposure to real-world product challenges and cybersecurity use cases.
Learning tracks and mentorship in security, product ops, or engineering.
Health insurance and performance-linked incentives.
