Position: Technical Support Lead
Experience: 2 to 3 years
Location: Remote/Full time/ 5 days a week
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.
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).
- Experience with AWS CloudWatch — log filtering, metric queries, subscription filters.
- Experience with SaaS integration platforms, iPaaS tools (Zapier, Make, Workato) or ERP. Connectors.
- Basic TypeScript reading ability — enough to understand what a Lambda function is doing when logs alone aren't sufficient.
Nice to Have
- Familiarity with serverless / Lambda execution environments.
- 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.
Pay: ₹900,000.00 - ₹1,000,000.00 per year
Application Question(s):
- 1. What is your total years of experience ?
2. Do you have Technical Support experience in SAAS domain ?
3. Do you have exposure in SQL Queries ?
4. Have you any work experience in AWS?
5. What is your current ctc ?
6. What is your expected ctc ?
7. What is your official notice period ?
Work Location: Remote
