Product Support Engineer

About Astra:Astra is a cybersecurity SaaS company that makes otherwise chaotic pentests a breeze with its one-of-a-kind AI-led offensive Pentest Platform. Astra's continuous vulnerability scanner emulates hacker behavior to scan applications for 15,000+ security tests.CTOs and CISOs love Astra because it helps them to achieve continuous security at scale, fix vulnerabilities in record time, and seamlessly transition from DevOps to DevSecOps with Astra's powerful CI/CD integrations. Astra is loved by 1000+ companies across 70+ countries. In 2024 Astra uncovered 2.5 million+ vulnerabilities for its customers, saving customers $110M+ in potential losses due to security vulnerabilities.We've been awarded by the President of France Mr. François Hollande at the La French Tech program and Prime Minister of India Shri Narendra Modi at the Global Conference on Cyber Security. Loom, MamaEarth, Muthoot Finance, Canara Robeco, Dream 11, OLX Autos etc. are a few of Astra's customers.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.Work shift - Night (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.Must-Have Skills: Hands-on coding/debugging experience in PHP.Good understanding of how web apps, APIs, and cloud platforms function.Min 1-3 years of 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).Why work with Astra: 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.