Product Support Engineer

This is a remote position.

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.
  
• A collaborative, fast-paced startup environment.