Support Engineer III

What is Goldcast

Goldcast is an AI-powered B2B Video Content Platform that enables marketers to put video content at the heart of the customer journey. Thousands of B2B marketers, from companies like Intercom, LG, Zuora, OpenAI, and Mailchimp, leverage Goldcast to capture mindshare by more effectively getting in front of their audience, creating and repurposing engaging and consumable video content, and capitalizing on brand authority and intent. Founded in mid-2020 at Harvard Business School, we've raised over $40 million in funding and have 300+ customers across tech, professional services, manufacturing, and finance to deliver engaging video content & digital events.

Role Overview

As a Support Engineer III, you will provide advanced, hands-on technical support for our enterprise customers, acting as the bridge between Customer and core engineering. You’ll own medium- and high-priority issues during night hours, perform first-round debugging, propose workarounds, and drive bug-fix delivery.

Shift Details

This Role Operates On Alternating Weekly Shifts

• 7 PM - 3 AM IST
• 12 PM - 8 PM IST
  
  

What You’ll Do

• Serve as the first point of contact for Customer Success team regarding Medium/High priority customer issues
• Perform first-level debugging using tools like LogRocket and backend logs to verify and diagnose issues
• Communicate directly with customers to provide updates and suggest workarounds to minimize business impact
• Collaborate with Engineering teams on bug fixes for Medium/High priority tickets
• Document all issues and resolution steps during onboarding period
• Work on small code fixes for UI and backend systems
  
  

What We Seek

• Excellent written and verbal communication skills in English
• B.E./B.Tech. in engineering or related field.
• 0–2 years in software development, SDET, or technical support roles.
• Solid debugging skills across web stacks; ability to read and patch Python and JS code.
• Familiarity with log analysis tools (e.g., LogRocket, AWS, ) and REST/GraphQL APIs.
• Clear, concise English communication—written & verbal—when interacting with enterprise clients.
• Willingness to work alternating evening/night shifts and occasional weekends/holidays.
  
  

This Role Isn’t a Fit If You

• If you have issues working night shifts
• Debugging production issues isn’t your thing
• You need constant hand-holding or a large team around you
• You dislike writing documentation
• You’re uncomfortable with a fast-moving startup culture
  
  

What We Offer

• Opportunity to work with a best-in-class product, engineering, and design team
• Growth path to a software development role in a strong product startup
• An incredible culture blending innovation, collaboration, and technical excellence
• Competitive salary and benefits package
• Remote work environment