TSE Lead (Technical Support Engineering Lead) — Cloudify About Cloudify & Lighthouse Cloudify builds Lighthouse — 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. 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. Why This Role Exists to Provide feedback to the QA Lead on patterns of bugs reaching L2 that should have been caught pre-release What You'll Work With The system you're debugging: Lighthouse Flows — the core product: webhook ingestion → SQS queue → Lambda consumer → CEL filter → payload transformer → target delivery → retry logic. When something breaks, it breaks somewhere in this chain. Lighthouse run logs — every workflow execution is logged step-by-step. You'll live in these. AWS CloudWatch — Lambda logs, error metrics, SQS queue depth, subscription filter outputs MySQL database — 56-table schema covering workflows, runs, connections, billing, auth. You'll query it to inspect state and make targeted corrections. Lighthouse admin panel — internal tooling for managing companies, workflows, connections, and manually triggering re-runs The integrations you'll need to understand: Lighthouse connects customers to 60+ platforms. The most common sources of L2 tickets come from: Platform Common failure modes HubSpot Webhook signature mismatches, property name changes, missing required deal/invoice fields Shopify GDPR webhook compliance, rate limiting, variant/product ID mismatches Xero OAuth token expiry, tenant ID routing, contact deduplication conflicts QuickBooks Realm ID issues, class/department required field failures Microsoft Business Central Company ID routing, posting group mapping failures, shipment date calculation edge cases economic Account number and VAT code mapping failures
Stripe Webhook signature validation, event deduplication You don't need to be an expert in all of these on day one. But you need the instinct to know where in the data flow to look, and the persistence to find the answer. Tooling: Observability: CloudWatch, Lighthouse step logs, Discord error alert channels (separate channels for automation errors, developer errors, billing errors) Database: MySQL via Drizzle ORM schema (you'll query directly) Auth: AWS Cognito (user auth), KMS-encrypted credential store (third-party OAuth tokens) Language context: TypeScript throughout — you don't need to write production code, but being able to read a Lambda function and understand what it's doing is essential
Support Tier Context Understanding where you sit in the support structure is important: Tier Team Handles SLA L1 CS Agents Account questions, how-to, status updates, knowledge base resolutions Same-day response L2 You (TSE Lead) Technical triage, log reading, bug reproduction, data fixes, minor corrections Sameday, dedicated CRIT TSE escalates to Squad Tech Lead Live integration completely down 2-hour resolution L3 Squad Developers Code-level bugs, via sprint backlog (ticket written by TSE) Normal sprint process The goal: 80% of technical tickets are resolved at L2 without a developer ever being involved.
Requirements 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 clear 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) Nice to Have Experience with AWS CloudWatch — log filtering, metric queries, subscription filter. 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 runbook Exposure to multi-tenant SaaS architecture — understanding how company/tenant isolation affects debugging Basic TypeScript reading ability — enough to understand what a Lambda function is doing when logs alone aren't sufficient
Pay: ₹500,000.00 - ₹1,100,000.00 per year
Benefits:
Application Question(s):
- Do you have experience in AWS Lambda or Cloudwatch ?
- Do you have experience in Typescript ?
- What is your current CTC ?
- What is your expected CTC ?
- What is your notice period ?
- Do you have experience in team Leadership previously? If yes describe your Leadership role , What was the Team size and your duration of leading the Team ?
Work Location: Remote
