Product Support Engineer

🕒 July 15, 2025

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Astra Security

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

Cybersecurity • SaaS • B2B

Astra Security is a cybersecurity company that provides continuous penetration testing (PTaaS), automated vulnerability scanning (DAST), and an API security platform to help engineering and security teams discover, validate, and manage vulnerabilities across web, mobile, network, cloud and API assets. Their SaaS platform integrates with CI/CD, Jira and Slack, offers authenticated scans, AI-powered detection and threat modeling, and compliance-ready reporting for standards like SOC2 and HIPAA. Astra targets businesses seeking scalable, developer-friendly offensive security services and continuous vulnerability management.

📋 Description

• 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

• 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).

🏖️ 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.