About the Company A SaaS webhook delivery and workflow automation platform that connects the tools businesses already use: HubSpot, Shopify, Xero, QuickBooks, Microsoft Business Central, and 60+ others. Here's the simplest way to think about what it does: when a deal closes in HubSpot, Lighthouse can automatically create an invoice in Xero. When a shipment date changes in Business Central, Lighthouse updates the HubSpot deal.

When a Shopify order is placed, Lighthouse syncs it to an accounting system. Customers point their third-party services at Lighthouse trigger URLs; Lighthouse handles the routing, filtering, payload transformation, retries, and delivery — reliably, at scale.

The engineering team is organized into three squads:

- Platform Squad — core infrastructure, the Lighthouse platform itself, and AI tooling
- Apps Squad — the marketplace of pre-built integration apps (HubSpot ↔ Xero, Shopify ↔ QuickBooks, etc.)
- Custom Squad — bespoke client-specific integration builds (e.g. HubSpot ↔ Microsoft Business Central for individual enterprise clients)

All squads deploy serverless workloads on AWS (Lambda, SQS, API Gateway) using SST. Every workflow execution is logged step-by-step inside Lighthouse, giving you full visibility into exactly what happened, when, and why.

About the Role

We're hiring a TSE Lead to own the technical support layer between our Customer Success team and our engineering squads. This is a hands-on, IC-lead role. You are the person who reads the logs, reproduces the bug, runs the query, and either fixes it yourself or writes the bug ticket so precisely that a developer can action it without a single follow-up question.

You sit between two worlds: customer-facing enough to work with CS and communicate clearly with non-technical stakeholders, and technical enough to navigate AWS CloudWatch logs, inspect webhook payloads, and query a MySQL database to understand what went wrong.

Responsibilities

- L2 Support Hub Ownership




- Own the L2 Support Hub — the dedicated queue for all technical issues escalated from Customer Success (L1)
- Triage every incoming technical ticket: read the Lighthouse run logs, identify the failure step, determine whether it's a configuration issue, a data issue, or a genuine bug
- Resolve the majority of technical tickets yourself — without involving a developer
- Build and maintain an internal knowledge base of known issues, common failure patterns, and their resolutions
- Log Reading & Debugging
- Use Lighthouse's step-by-step workflow run logs to trace exactly where an execution failed
- Use AWS CloudWatch to inspect Lambda function logs, error patterns, and execution traces
- Inspect raw webhook payloads, response bodies, and HTTP status codes to identify payload mismatches or API contract violations
- Understand OAuth2 token lifecycle failures — expired tokens, revoked access, incorrect scopes — across the 60+ integrations Lighthouse supports
- Minor Data Fixes
- Run SQL queries against the MySQL database to inspect and correct data state where a customer's sync has gone into a bad state (e.g. a workflow run stuck in a failed state, a connection record with a stale token, a mapping that was misconfigured)
- Trigger manual re-runs of failed workflows via the Lighthouse admin panel
- Update customer configuration (field mappings, filter expressions, target endpoints) where CS has confirmed the customer has requested a change
- Bug Reporting & Squad Interface
- When a genuine code-level bug is confirmed, write the bug ticket into the relevant squad's backlog with full reproduction steps, log excerpts, payload examples, and the expected vs. actual behaviour — so developers can action it without investigation overhead




- Classify bugs by squad: Platform (core platform issues), Apps (marketplace integration issues), Custom (bespoke client integration issues)
- For CRIT incidents (live integration down), escalate directly to the relevant Squad Tech Lead and coordinate the resolution
- Support Process & Tooling
- Define and document the L2 triage process so it's repeatable and scalable as the TSE team grows
- Work with CS to improve L1 deflection — better knowledge base articles, clearer error messages surfaced in the product, smarter status pages
- Provide feedback to the QA Lead on patterns of bugs reaching L2 that should have been caught pre-release

Qualifications

- Strong debugging instinct — you are comfortable with ambiguity and know how to work backwards from a symptom to a root cause
- Ability to read and interpret structured JSON logs and HTTP request/response traces
- Comfortable writing SQL queries to inspect and understand data state — you don't need to be a DBA, but SELECT, JOIN, UPDATE with confidence is expected
- Understanding of REST APIs, webhooks, and OAuth2 — you know what a 401 vs. 422 means and why, you know what a webhook signature is and how it fails
- Experience in a technical support, solutions engineering, or integration engineering role — you've been the person between customers and developers before
- Strong written communication — your bug tickets need to be so explicit that a developer can pick them up without a single follow-up question
- Familiarity with at least one of the major platforms Lighthouse integrates with (HubSpot, Shopify, Xero, QuickBooks, or similar)

Required Skills

- Experience with AWS CloudWatch — log filtering, metric queries, subscription filters
- Familiarity with serverless / Lambda execution environments
- Experience with SaaS integration platforms, iPaaS tools (Zapier, Make, Workato), or ERP connectors
- Prior experience building or maintaining a support knowledge base or triage run

📌 Technical Support Engineering (Typescript & AWS mandatory) (India)
🏢 Alliance Recruitment Agency
📍 India