Technical Support Lead

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.

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