Cloudify Solutions - Technical Support Engineer - Ticketing System

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 : Integration platforms fail in ways that are genuinely hard to debug. A customer reports that their HubSpot invoice didn't sync to Xero. The cause could be any of the following : The webhook from HubSpot never arrived (network or signature issue). The webhook arrived but was filtered out by a CEL expression. The payload arrived but a field was null where the transformer expected a value. The Lambda function timed out halfway through processing. The target Xero API returned a 422 because of a missing required field. A retry was attempted but the Xero OAuth token had expired. The fix was applied but to the wrong company's workflow. Today, when a technical issue comes in, it lands with the development squad. Developers stop what they're doing, context-switch, investigate, and either fix a data issue themselves or write a ticket all while their sprint work waits. This is expensive, and it scales badly as the customer base grows. The TSE Lead changes that. You are the developer shield : you handle everything that doesn't require a code change, and you make everything that does require a code change as easy as possible to action.Key Responsibilities : 1. 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.2. 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 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.3. 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.4. 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.5. 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.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 : 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), e-conomic (Account number and VAT code mapping failures), Stripe (Webhook signature validation, event deduplication).- Tooling : Observability (CloudWatch, Lighthouse step logs, Discord error alert channels), Database (MySQL via Drizzle ORM schema), Auth (AWS Cognito, KMS-encrypted credential store), 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 : - 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 (Same-day, dedicated).- CRIT : TSE escalates to Squad Tech Lead (Live integration completely down, 2-hour resolution).- L3 (Squad Developers) : Code-level bugs, via sprint backlog (Normal sprint process).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 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 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 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. (ref:hirist.tech)